Technical Support Representative II

• Provide advanced technical support to customers experiencing complex technical issues with products or services
• Identify and troubleshoot advanced technical problems and provide timely, effective solutions
• Communicate technical solutions to non-technical customers clearly and concisely
• Escalate complex issues to higher-level team members as necessary
• Document customer interactions and technical issues in a CRM system
• Provide feedback on product improvements and enhancements based on customer feedback and technical issues
• Continuously improve knowledge of products, services, and processes through training programs and continuous learning modules
• Collaborate with other departments to resolve customer issues
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues
• Adhere to company policies and procedures
• Meet or exceed performance targets for related KPIs

• At least 12 months' experience in a technical support role or equivalent preferred
• Good communication skills, both verbal and written
• Proficiency in using computer applications and software
• Experience using a CRM preferred
• BYOD (Bring-Your-Own-Device) equipment arrangement

• Competitive compensation
• Adherence to government-mandated benefits
• Retirement Savings Program with Company Matching
• Life Insurance
• HMO on day 1
• Paid time off
• Birthday leave
• Bonus and incentive plans
• Opportunities for skills training and personal and professional development
• Employee Referral Program
• Beautiful office space (for onsite employees)
• Free lunch provided daily (for onsite employees)