Hybrid Tier 2 Technical Support Specialist

PracticeTek; San Marcos (CA); Hybride; USD 34 000 - 37 000; Plein temps

Avantages offerts par ce poste

Health insurance

401(k) with company match

Paid time off

Bonus/equity potential

Résumé du poste

PracticeTek seeks a Customer Support Specialist II to join our hybrid team in California. You will handle Tier 2 inquiries via phone, chat, and email, mentor Tier 1 staff, and coordinate escalations while improving workflows with cross-functional teams.

Candidates should have 3–4 years in technical support, experience with CRM/ticketing software, and strong SQL troubleshooting skills. Competitive benefits and growth await.

Qualifications

• Bachelor's degree preferred in a related field.
• 3–4 years of technical support or help desk experience.
• Experience with proprietary or SaaS business software.
• 2+ years familiarity with SQL and database troubleshooting.

Responsabilités

• Handle Tier 2 inquiries via calls, chat, and email.
• Mentor Tier 1 specialists and coordinate escalations.
• Document issues and resolutions for the knowledge base.
• Deliver training to staff and customers.
• Support cross-functional teams to improve workflows.

Connaissances

Technical support

SQL querying

Customer service

Problem solving

Communication

Formation

Bachelor's degree (Preferred)

Outils

CRM software

Ticketing systems

Microsoft Windows Server

IIS

SSL certificates

Description du poste

PracticeTek seeks a Customer Support Specialist II to join our hybrid team in California. You will handle Tier 2 inquiries via phone, chat, and email, mentor Tier 1 staff, and coordinate escalations while improving workflows with cross-functional teams.

Candidates should have 3–4 years in technical support, experience with CRM/ticketing software, and strong SQL troubleshooting skills. Competitive benefits and growth await.