<p>Are you an experienced <strong>Technical Support</strong> professional who thrives in a fast-paced, customer-facing environment? Our client is expanding their team to better support a growing external user base and reduce current ticket volume. This role sits between Tier 2 and Tier 3 support and involves deeper troubleshooting—not simple password resets.</p><p><br></p><p><strong>Schedule: Sunday through Thursday or Tuesday through Saturday</strong></p><p>West Coast & Midwest Hours coverage would be ideal: 9 hour day, with 1 hour lunch- 7 am- 7 pm CST is the coverage times, so hours between then.</p><p><br></p><p><strong>What You’ll Do</strong></p><p><br></p><p>In this Technical Support II role, you’ll provide high-quality end user support in a 24/7 environment. The team typically resolves 25–35 tickets per week, though current volume is 10–15 per day and rising. You will handle complex issues requiring advanced troubleshooting, long phone calls (often 30+ minutes), and strong customer service skills.</p><p><br></p><p>You’ll support customers through multiple channels—including phone, chat, and ticketing—using tools such as ZenDesk and Genesis. Multitasking is critical as you move fluidly between calls, chats, and email tickets.</p><p><br></p><p>Key Responsibilities</p><ul><li>Deliver Tier 2/3 SaaS application support to external customers</li><li>Troubleshoot complex technical issues, including platform connectivity and IoT-related problems</li><li>Handle support cases through phone, chat, and ticketing systems</li><li>Clearly document all steps, actions, and outcomes in the ticketing system</li><li>Follow established incident management processes and escalate appropriately</li><li>Provide exceptional customer service to a diverse global customer base</li><li>Collaborate with team members to identify trends and recommend improvements</li></ul><p><br></p><p><br></p>

<p><strong>Must-Have Qualifications</strong></p><ul><li>2+ years of experience in Technical Support or a similar customer-facing support role</li><li>Hands-on SaaS support experience (type of SaaS platform is flexible)</li><li>Strong customer service skills, including experience supporting a diverse external user base over the phone</li><li>Excellent communication and documentation abilities</li><li>Proven experience with ticketing systems (any platform)</li><li>Understanding of IoT environments—how devices connect and how to troubleshoot failures</li><li>Experience with incident management processes, including escalation and documentation</li><li><br></li><li><strong>Preferred Qualifications</strong></li><li>Knowledge or certification in ITIL (Version 4 preferred)</li><li>Experience in 24/7 support environments</li><li>Familiarity with ZenDesk, Genesis, or similar tools</li></ul><p><br></p><p><strong>Who Thrives Here</strong></p><ul><li>Strong problem solvers who enjoy deep troubleshooting</li><li>Professionals who can juggle multiple support channels without losing quality</li><li>Clear communicators who can guide users through complex issues with patience</li><li>People who enjoy working in a dynamic, high-volume support environment</li></ul>

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