Customer Support Specialist II

Requirements The ideal candidate is a technically proficient and dedicated customer advocate capable of dissecting and resolving intricate customer queries; a self-starter driven by motivation to excel This role suits someone eager to collaborate with various teams to identify, troubleshoot, and elevate customer concerns to our product and engineering teams The ability to thrive in a dynamic, fast-paced setting, maintain meticulous attention to detail, and effectively influence cross-functional teams is essential BA/BS degree required or equivalent experience 3+ years’ experience in a Customer Support/Experience function; hands‑on experience in a technical support capacity; advanced troubleshooting (versus account management, trust & safety, and other general customer care) is required Prior B2B experience, with a strong understanding of business-client relationships and enterprise solutions; experience aiding customers using an Enterprise Software or SaaS solution Experience with leveraging JIRA as an issue management platform to track and report on product issues Experience with Intercom, Salesforce, Zendesk, or other CRM systems Ability to diagnose and recognize problem areas and collaborate with internal and external teams towards resolution Outstanding technical communication – ability to explain complex challenges succinctly to both technical and non‑technical audiences in primarily written channels. Exceptional verbal and written skills are essential Strong analytical, decision‑making and problem‑solving skills – you are adept at making informed decisions to effectively solve complex problems Comfortable working in a dynamic, fast-paced environment with a proven ability to multi‑task and operate with a sense of urgency and keen attention to detail Ability to establish and foster critical relationships with customers & cross‑functional stakeholders Self‑motivated and able to work proactively; not afraid to take the initiative! (Desirable) Basic to working knowledge of SQL (Desirable) Basic knowledge of web development technology (Desirable) Experience working with Enterprise customers to help resolve complex technical issues (Desirable) Knowledge and experience setting up and troubleshooting equipment like printers, network connectivity, and iPads (Desirable) You understand how the internet works (i.e. DNS, TLS, Certificates, etc) (Desirable) Being bilingual is always a plus! What the job involves Working hours for this position are Monday - Friday with a start time of 11AM CDT, +/- 1 hour as needed Own inbound customer communications via email and/or live chat from initial contact until resolution to make sure our customers – Envoy admins and/or their employees/visitors – are supported every step of the way; phone/screen‑sharing support may be required Leverage advanced troubleshooting skills and deep product knowledge to resolve issues as quickly as possible; review, investigate, and resolve technical customer cases within the target SLAs Develop an encyclopedia of knowledge about how Envoy works – our customers need help troubleshooting a wide range of issues across software, hardware (mobile devices, iPads and printers), wireless connectivity, and software products so we need to be ready for anything Provide a closed‑loop feedback communication channel with internal partners through identifying and reporting trends in key difficulties that customers are experiencing Absorb additional Support related tasks such as bug reporting, content development, and other initiatives across the team Develop and document best practices to our internal knowledge base to enhance troubleshooting processes for the frontline team Influence support processes and shape the tone of Envoy’s customer support on a team that spans time zones Able to participate in a teamwide Sunday on‑call rotation (2 hours in length) every 8-12 weeks #J-18808-Ljbffr