Tier 2 - Support Specialist (East Coast)

We’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.

Responsibilities

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

Requirements

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

Nice to have

SaaS company experience

Benefits

Industry-leading compensation and benefits; Hybrid, flexible office culture; Inclusive and diverse work environment; Supportive and collaborative team