Remote Tier 2 Technical Support Specialist
Placements24
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Benefits offered by this job
Job summary
Placements24 is seeking a Remote Customer Support Specialist (Tier 2) to handle complex technical issues for a rapidly growing SaaS provider. You will troubleshoot, diagnose, and resolve software and configuration problems from a home office, acting as the escalation point for customers and collaborating with engineering teams.
The role emphasizes proactive problem-solving, knowledge-base contributions, and mentoring junior staff, with a focus on maintaining high customer satisfaction in a fully
Qualifications
- Proven experience in a Tier 2 technical support role, preferably remote.
- Strong knowledge of software applications, databases, and networking concepts.
- Excellent written and verbal communication with ability to explain technical details.
Responsibilities
- Provide advanced technical support and troubleshooting via remote channels.
- Investigate, diagnose, and resolve software and configuration problems.
- Escalate unresolved issues to Tier 3 with detailed analysis.
- Document steps, resolutions and interactions in the ticketing system.
- Contribute to knowledge base articles and customer documentation.
- Analyze support trends and provide feedback to product teams.
- Assist in training junior staff and ensure SLAs are met.
Skills
Education
Tools
Job description
Placements24 is seeking a Remote Customer Support Specialist (Tier 2) to handle complex technical issues for a rapidly growing SaaS provider. You will troubleshoot, diagnose, and resolve software and configuration problems from a home office, acting as the escalation point for customers and collaborating with engineering teams.
The role emphasizes proactive problem-solving, knowledge-base contributions, and mentoring junior staff, with a focus on maintaining high customer satisfaction in a fully
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