Remote Tier 2/3 Tech Support Specialist - SA

Placements24; United States; Remote; USD 70,000 - 110,000; Full time

Benefits offered by this job

Remote work flexibility

Medical insurance

Professional development

Home office equipment stipend

Paid time off

Retirement plan

Wellness programs

Global remote team

Job summary

Placements24 is seeking an experienced Remote Customer Support Specialist to join a fully remote, advanced tier support team. The role emphasizes solving complex technical issues with strong communication and analytical skills from a home office.

This position offers a dynamic environment with opportunities for continuous learning and professional growth. Ideal candidates have 3–5 years in Tier 2/3 support, excellent problem-solving abilities, and solid experience with CRM/ticketing tools.

Qualifications

• 3–5 years in a Tier 2/3 customer support role.
• Exceptional technical troubleshooting and problem-solving skills.
• Strong understanding of SaaS, E-commerce, or related product domains.
• Excellent verbal and written communication; able to explain complex technical information clearly.
• Proficiency with advanced CRM systems, ticketing software, and remote support tools.

Responsibilities

• Handle and resolve complex customer inquiries and technical issues escalated from Tier 1.
• Perform in-depth troubleshooting of software, hardware, and service-related problems.
• Analyze customer issues to identify root causes and propose effective solutions.
• Provide expert guidance and support on advanced product features.
• Document complex cases and resolutions accurately in the CRM and knowledge base.
• Collaborate with engineering and product teams to report bugs and suggest improvements.
• Maintain detailed records of all customer interactions and support activities.
• Ensure adherence to SLAs and customer satisfaction targets.
• Mentor and assist junior support staff as needed.
• Identify trends in complex issues and contribute to preventative solutions.

Skills

Troubleshooting

CRM software

Remote support tools

Communication skills

Independent work

Time management

Education

Bachelor's degree in Computer Science or IT

Tools

CRM systems

Ticketing software

Remote support tools

Job description

Placements24 is seeking an experienced Remote Customer Support Specialist to join a fully remote, advanced tier support team. The role emphasizes solving complex technical issues with strong communication and analytical skills from a home office.

This position offers a dynamic environment with opportunities for continuous learning and professional growth. Ideal candidates have 3–5 years in Tier 2/3 support, excellent problem-solving abilities, and solid experience with CRM/ticketing tools.