Technical Support Specialist II

InCharge Energy; Richmond (VA); On-site; USD 60,000 - 80,000; Full time

Job summary

InCharge Energy is seeking a Technical Support Specialist, Tier II. This critical role involves managing complex technical issues, ensuring exceptional support, and facilitating communication across teams. The ideal candidate will have at least 2 years of experience in a technical support environment, strong communication skills, and a proactive approach to customer service.

Benefits

401(k) matching contribution

Health, dental, and vision benefits

Yearly bonuses

Office meals and snacks

Team building events

Qualifications

• 2+ years experience in technical customer support role.
• Experience troubleshooting across multiple operating systems, especially Windows.
• Working knowledge of Salesforce case management.

Responsibilities

• Serve as the primary escalation point for Tier 2 support.
• Troubleshoot and validate reported issues before escalating.
• Create and maintain internal documentation and knowledge base articles.

Skills

Communication

Problem-Solving

Technical Support

Customer Orientation

Tools

Salesforce

Windows

MS Office

Job description

At InCharge Energy, we pride ourselves on providing exceptional technical support to our customers and internal teams. We're looking for a Technical Support Specialist, Tier II to serve as the first escalation point for complex technical issues. This role is critical in delivering top-tier support, validating escalations, and ensuring resolution of technical problems across our hardware and software ecosystem. The right candidate will be highly collaborative, technically savvy, and committed to a seamless customer experience.

What You’ll Do

Customer Support & Case Management

• Serve as the primary escalation point for Tier 2 support and customer technical issues
• Communicate professionally via phone, email, and ticketing systems
• Validate and troubleshoot reported issues before escalating to the NOC, Product, or Engineering teams
• Ensure thorough documentation and follow-up on escalated cases
• Conduct in-depth diagnosis of hardware, software, and network-related issues
• Coordinate with internal teams and third-party vendors to ensure issues are resolved efficiently
• Participate in escalation calls and monitor high-priority sites as needed

Documentation & Internal Resources

• Accurately log all interactions and resolutions in the ticketing system
• Create and maintain internal documentation, including knowledge base articles and escalation guides
• Identify and report recurring issues to help improve product performance and user experience

Professional Development & Internal Collaboration

• Participate in ongoing training sessions to stay current with system updates and internal workflows
• Engage with internal teams to continuously improve customer support practices

Your Experience & Capabilities

Experience

2+ years of experience in a technical customer support role, providing remote troubleshooting and issue resolution for hardware, software, or network-related problems in a fast-paced, customer-facing environment

Technical Knowledge

• Experience troubleshooting across multiple operating systems, especially Windows and MS Office products
• Working knowledge of Salesforce case management and workflow processes

Communication & Problem-Solving

• Excellent written and verbal communication skills
• Ability to explain technical issues clearly to non-technical users
• Strong analytical thinking and ability to problem-solve with minimal information

Customer Orientation

• Patience, empathy, and a customer-first attitude
• Proactive follow-through on customer requests and escalated cases

Physical and Environmental Demands

• This is a full-time, in-office role with standard weekday hours; occasional evening or weekend shifts may be required based on business needs
• Work is primarily performed at a desk and requires prolonged periods of sitting and computer use
• Must be comfortable using a computer, phone, and standard office equipment for extended periods

US Hourly Range

$26 - $28 USD

What We Offer

Full-time employees enjoy competitive compensation, yearly bonuses, and benefits package including 401(k) matching contribution, health, dental, and vision, cell phone reimbursement, generous vacation, office meals and snacks, team building events and activities throughout the year.

Equal Opportunity Employer

Employment at InCharge Energy is based solely upon individual merit and qualifications directly related to professional competence. We strictly prohibit unlawful discrimination or harassment on the basis of race, color, religion, veteran status, national origin, ancestry, pregnancy status, sex, gender identity or expression, age, marital status, mental or physical disability, medical condition, sexual orientation, or any other characteristics protected by law. We also make reasonable accommodations to meet our obligations under laws protecting the rights of the disabled.

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