Your RoleWe're seeking a Tier 2 Support Specialist to join our Super Awesome Support team.
As a Tier 2 Support Specialist, you will provide world class service to our customers. You will engage customers on inquiries, technical issues, and suggestions. You will help provide a valuable and memorable experience.
You will have the opportunity to work in an exciting ecosystem. If you want to become another important member of a fast growing team of experts, this is the job for you.
Your responsibilities will include:- Respond to support tickets and inquiries through phone, e-mail, and live chat
- Handle escalated cases by working cross-functionally with but not limited to R&D, Product, CSM
- Diligently work with customers by providing regular updates to tickets and open issues
- Communicate closely with Support tier 1 and 3 to troubleshoot and resolve issues
- Work with our Managed Backup Services team to implement, monitor, optimise our backup plans
- Assist with QA regarding bugs and new features, consistently test functionality of the platform
- Assist in managing the knowledge base to help clients find answers to frequently asked questions
- Be passionate about making our customers happy
- Be open to wearing multiple hats with a readiness to support all members of the Odaseva team
You will bring:- What you will bring:
- 6+ years of experience resolving technical issues for clients in a support environment ideally for a SaaS company
- Background in establishing and building lasting customer relationships and/or customer support experience
- Ability to multitask between calls, emails and open cases to resolve issues
- Ability to thrive under tight deadlines
- Ability to work in a diverse team environment
- Comfortable presenting ideas internally and to client stakeholders
- Excellent time and priority management skills
- Excellent communication skills
- Salesforce experience is required
- Full professional proficiency in English
$90,000 - $100,000 a year
