Senior Product Support Specialist - SQL & Escalations

CentralSquare Technologies; United States; On-site; USD 75,000 - 105,000; Full time

Job summary

CentralSquare Technologies is seeking a technical support professional to provide escalated assistance to customers via phone, web, and email. You will diagnose, resolve, and troubleshoot complex issues while advocating for customers and driving knowledge base quality.

The role emphasizes collaboration with cross-functional teams, proactive status updates, and ongoing content creation to improve processes and product support.

Qualifications

• Bachelor’s degree in IT or equivalent experience is required.
• 5+ years in software support or related role is required.
• Proficiency with SQL Server is required.

Responsibilities

• Provide escalated technical support to customers via phone, web, and email.
• Diagnose problems, resolve questions, and troubleshoot escalating issues.
• Act as customer advocate on high-priority items and feed back input for process improvements.
• Maintain clear, proactive communication with customers about request status.

Skills

Customer support

Escalation handling

Knowledge base contributions

Cross-functional collaboration

Communication skills

Education

Bachelor's in IT or equivalent

Tools

SQL Server

Job description

CentralSquare Technologies is seeking a technical support professional to provide escalated assistance to customers via phone, web, and email. You will diagnose, resolve, and troubleshoot complex issues while advocating for customers and driving knowledge base quality.

The role emphasizes collaboration with cross-functional teams, proactive status updates, and ongoing content creation to improve processes and product support.