Senior Technical Support - L2

About The Job

We are seeking a highly skilled and proactive Senior Technical Support - L2 to be a cornerstone of our customer support function. As a Senior Product Support Specialist, you will be a primary point of contact for complex customer inquiries, providing expert-level support, in-depth triaging, and effective resolution.

The ideal candidate will possess exceptional communication and interpersonal skills, advanced problem-solving abilities honed through significant experience, and a deep-seated passion for ensuring customer satisfaction. You will be a key contributor within our dynamic team focused on the success, retention, and expansion of our customer base, leveraging your expertise to guide junior team members and contribute to the continuous improvement of our support processes.

Working Hours: 9:00 AM – 6:00 PM (Canada), Central Time (CT)

Job Details

• Employment Type: Full-Time Independent Contractor
• Department: Customer Service/Support
• Job Level: Intermediate
• Experience: 3 Years
• Business Model: SaaS (Software as a Service), Subscription
• Education: Bachelors
• Qualification: Computer Science, Information Technology or equivalent practical experience.

Required Skills

• General Skills: Customer Feedback Analysis, Customer Satisfaction, Customer Relationship Management (CRM), Technical Support
• Soft Skills: Patience, Positive Attitude, Team Collaboration, Persuasion, Relationship Building, Presentation Skills, Active Listening, Multitasking, Problem Solving, Analytical Skills, Attention to Detail, Collaboration, Motivation, Technical Proficiency, Communication, Time Management, Planning, Research Skills, Strategic Thinking, Leadership, Problem-Solving, Decision Making

Responsibilities

• Serve as a primary point of contact for complex and escalated customer inquiries ensuring timely and professional communication.
• Independently troubleshoot and resolve intricate technical and functional product issues, often requiring in-depth investigation and creative solutions.
• Proactively identify, document, and escalate critical customer issues and potential product defects to Engineering and Product Management teams, providing detailed context and recommendations.
• Lead in the creation and maintenance of internal and external knowledge base articles, troubleshooting guides, and FAQs to empower both customers and the Support team.
• Mentor and provide guidance to Product Support Specialists, fostering their technical and customer service skills.
• Help identify trends in customer issues and provide insightful feedback to the product and development teams to drive product improvements and prevent future problems.
• Collaborate effectively with Engineering, Product Management, Sales, and Customer Success teams to ensure seamless customer experiences and efficient issue resolution.
• Contribute to the development and implementation of best practices, processes, and tools to enhance the efficiency and effectiveness of the product support function.
• Continuously expand your product knowledge and technical expertise to effectively support new features and product updates.

Requirements

• Bachelor's degree in a technical field (e.g., Computer Science, Information Technology) or equivalent practical experience.
• Minimum of 3-4 years of experience in a customer-facing technical support or product support role within a technology company, with a proven track record of resolving complex issues.
• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly and concisely to both technical and non-technical audiences.
• Able to work largely independently- leverage documentation, tooling, and error logs to perform most investigations and evaluations.
• Demonstrated ability to troubleshoot and investigate complex technical issues, including leveraging tools like Datadog to determine root cause and steps to remediation.
• Exceptional and professional customer service skills with a demonstrated ability to build rapport and trust with customers and coworkers.
• Experience coaching or assisting front line team members with cases and investigations, preferred.
• Experience operating within a ticketing system, Jira Service Management preferred.

Nice To Haves

• Experience with MDM softwares and other security tools such as Antivirus, VPN, Data backup, email protection, password manager and cyber security awareness training solutions.
• Prior experience managing internal and/or external projects.

Salary & Benefits

• Pay: Hourly, $ 19.71 – 20.40
• Benefits:

Working Hours

• Monday: 09:00 - 18:00
• Tuesday: 09:00 - 18:00
• Wednesday: 09:00 - 18:00
• Thursday: 09:00 - 18:00
• Friday: 09:00 - 18:00

Additional Requirements

• Tech Requirements: Windows or Mac
• Language: English

About The Company

1840 & Company is a global leader in Business Process Outsourcing (BPO) and remote talent solutions, dedicated to propelling businesses forward through our comprehensive suite of services. We specialize in connecting companies with world-class freelance professionals and delivering top-tier outsourcing services, across over 150 countries worldwide.