Tier Over

Job Description

We are seeking a talented and motivated individual to join our team as a Tier Over. The Tier Over will be responsible for managing and resolving escalated customer support issues, ensuring customer satisfaction and maintaining service level agreements.

Responsibilities

• Respond to customer inquiries and provide solutions in a timely manner.
• Document and track customer interactions using CRM software.
• Collaborate with cross-functional teams to escalate and resolve complex customer issues.
• Identify opportunities for process improvements within the team.
• Maintain a thorough understanding of product features and pricing plans.
• Meet or exceed individual and team performance goals.
• Adhere to company policies and procedures consistently.

Requirements

Education

• Bachelor's degree in Computer Science or a relevant field

Experience

• Proven experience in a customer support or technical support role.

Technical Skills

• CRM Experience
• Technical Troubleshooting

Soft Skills

• Time Management
• Interpersonal Skills

Certifications

• ITIL or HDI Certification

Languages

• English: Fluent

Advantageous

• Experience with Escalation Processes: Knowledge of ticket escalation and prioritization processes is beneficial.

Benefits

• Comprehensive health, dental, and vision insurance.
• 401(k) plan with generous matching contributions.
• Flexible schedules and the possibility for remote work.
• Employee assistance programs and wellness initiatives.

Company Culture

• Work-Life Balance: We prioritize work-life balance, offering flexible schedules and remote work options.
• Employee Recognition: We celebrate our team members' achievements and recognize their contributions.
• Open Communication: We maintain open lines of communication to ensure all voices are heard and valued.