Technical Customer Support Specialist Tier II

Technical Customer Success Tier 2

Responsible for managing client relationships, improving technical product deficiencies and troubleshooting complex issues

Responsibilities:

Provide high-quality front-line support to customers via all communication methods (Calls, Email, Ticket view) Promptly process incoming escalated inquiries within SLA and TAT standards in the ticket management queue (HappyFox) Dive into Technical KPIs to review with management on a monthly basis

• Customer-centered helping EverCharge increase customer loyalty and an overall outstanding experience.
• Hands-on technical VPN, basis networking connectivity infrastructure troubleshooting
• Reduce customer response time, escalations, and any churn, increasing overall customer satisfaction
• Analyze and report product malfunctions, changes, bugs, and note root cause
• Target to resolve incidents before TAT on all key issues (VIP properties and prioritized cases marked as critical)
• Real-time diagnosing with customers and 3rd party electricians

Qualifications:

• Ability to sustain a high level of productivity in a remote-based work environment.
• Excellent communication skills, including active listening and verbal communication.
• Service-oriented and able to effectively interact with customers in a manner that leads to customer satisfaction.
• Proficient computer skills with the ability to learn new software
• Ability to thrive in a fast-paced, evolving environment.
• Technical knowledge of Linux command tools, Linux shell and python, Bash scripting, SQL

2-3 years of experience working in a help desk environment

• Ability to work in the Pacific business hours (~10am-6pm PST)
• Preferred Experience
• Experience in small to mid-size companies (50–200 people).
• Strong organizational and time management skills.
• Clear communicator with sharp attention to detail.
• Self-starter who thrives in fast-paced environments and can manage multiple priorities.

Job Title and Compensation:

• The base salary range for this position is between $23.55 and $27.70 per hour based on full-time employment.
• Actual salaries are based on several factors unique to each candidate, including but not limited to skill set, experience, certifications, and work location.

Our open positions are based on job competencies that are specific to each role. If you are offered a position, the job title may be different from what is advertised to align with the role's competencies and your specific background, experience, and interview results.