Customer Support Agent TIER 2

Koronet; Colombia; Remote; COP 124,965,000 - 218,688,000; Full time

Benefits offered by this job

Flexible working hours

Direct mentorship

English classes

Continuous learning support

Competitive salary

Job summary

A remote-first technology company seeks a Customer Support Agent Tier 2 to handle complex technical issues and improve internal processes. The ideal candidate will have a relevant degree, strong analytical skills, and experience with tools like Postman and Salesforce. This full-time position offers flexible working hours, mentorship, and growth opportunities, along with a competitive salary based on experience.

Qualifications

• Comfortable navigating technical environments and tools.
• Excited to learn about the platform and the B2B industry.
• Ability to juggle priorities in a fast-paced environment.
• Familiarity with HTML and web technologies.
• Experience using Salesforce Service or Jira or similar support tools.

Responsibilities

• Handle advanced technical cases escalated by Tier 1 agents.
• Collaborate with engineering and product teams to resolve issues.
• Contribute to improving internal support processes.
• Contribute to improving internal support processes and tools.
• Guide Tier 1 agents when needed and share best practices.

Skills

Analytical skills

Technical troubleshooting

Communication

Process improvement

Organizational skills

Education

Degree in Computer Science, Software Engineering, or related field

Tools

Postman

Salesforce Service

Jira

Jira

Job description

About the Role

As a Customer Support Agent Tier 2 at Koronet, your work will go far beyond resolving support tickets. You will become a go-to expert on how our platform works under the hood—diving deep into technical troubleshooting, contributing to better internal tools, and helping drive continuous product improvement.

What you will do

• Handle advanced technical cases escalated by Tier 1 agents via chat, email, and internal tickets.
• Collaborate with engineering and product teams to resolve complex or persistent issues.
• Document recurring issues and maintain internal knowledge bases.
• Actively contribute to improving internal support processes and tools.
• Guide Tier 1 agents when needed and share best practices with the team.

What we expect from you

• You have a degree in Computer Science, Software Engineering, or a related field.
• You’re comfortable navigating technical environments and tools like Postman and HTML.
• You’re excited to learn—not just about the platform, but about how the floral B2B industry operates.
• You’re proactive in improving processes and eager to build internal tools when needed.
• You have strong analytical and troubleshooting skills.
• You communicate clearly and professionally, even when dealing with complex topics.
• You’re organized, can juggle priorities, and have experience using tools like Salesforce Service, Jira, or other support platforms.

What We Offer

• 100% remote position with flexible working hours.
• Direct mentorship and space to grow into a platform or product expert.
• English classes and continuous learning support.
• A collaborative and transparent environment where your ideas matter.
• Competitive salary based on experience.

Why Join Koronet

• Global and Remote-First: Work with a diverse team across the Americas and Europe, with flexibility to work from anywhere.
• Ownership Culture: We foster an environment where each team member takes ownership and is empowered to contribute to the company\'s success.
• Growth & Development: We support continuous professional growth and offer financial assistance for technical certifications and other learning opportunities.
• Compensation: Competitive salary and an indefinite contract, with salary negotiable based on experience.

If you\'re passionate about making an impact and growing with a dynamic, remote-first company, we want to hear from you!

Seniority level

• Associate

Employment type

• Full-time

Job function

• Customer Service and Analyst
• Industries: Software Development