Provide high-quality, timely solutions to a variety of customer support requests, (typically Tier 1/2) responding to up to 40-50 tickets per day.
Manage customer expectations and provide clear, actionable resolutions while minimizing disruption to their business.
Adhere to ticket processing workflows, ensuring all issues are logged, prioritized and escalated as needed.
Share technical expertise with clients, guiding them through the use of TeamBuilder’s platform and promoting adoption of our learning and optimization tools.
Collaborate with internal teams to share best practices and contribute to the documentation and streamlining of support procedures.
Participate in shift coverage as required, ensuring client needs are met across time zones.

Ideally, 2-5 years of experience in technical customer service or a help desk role, preferably within a start-up SaaS environment.
Undergraduate degree preferred or equivalent work experience required.
Relevant certifications are a plus.
Some experience with computer programming or a help-desk background answering live chats and emails is desirable.
Use of Zendesk is preferred.
Ability to work remotely across multiple time zones, with flexibility to shift hours based on client demand and location.

Customer Support Representative, Tier II

Key skills