Position Summary: 

The Customer Support Specialist II provides support and assistance to customers who encounter software, hardware, or network issues. This role involves troubleshooting problems, resolving customer issues, and providing guidance to ensure efficient and effective use of products or services. Customer Support Specialists play a critical role in maintaining customer satisfaction, resolving customer challenges, and enhancing the overall user experience.

Essential Duties and Responsibilities:

The essential functions include, but are not limited to the following:

o Provide first-level contact and convey resolutions to customer issues.

o Troubleshoot basic product or service issues and provide clear solutions.

o Escalate complex issues to senior team members or technical specialists when necessary.

o Document customer interactions, issues, and resolutions in the support system.

o Serve as a communication link between customers and key internal teams.

o Proactively follow up with customers to ensure resolution and satisfaction.

o Provide friendly, timely, and effective support to customers, ensuring a positive experience.

o Provide feedback to internal teams to help improve products, services, and processes.

Minimum Education & Experience Qualifications:

o High School Diploma or equivalent

o 1-2 years of related experience

o Strong communication skills (written and verbal).

o Strong organizational skills with the ability to manage multiple tasks and priorities.

o High attention to detail to ensure accuracy in communication, documentation, and problem-solving

o Customer-first attitude with a willingness to go above and beyond.

o Basic computer skills and ability to learn new software quickly.

o Ability to remain calm and professional in challenging situations.

o Team player with a proactive mindset.

o Quick learner with adaptability to changing environments.

Core Competencies Required: 

o Knowledge and Application: Applies acquired job skills and company policies and procedures to complete assigned tasks.

o Complexity & Problem Solving: Works on assignments that are semi-routine in nature but recognizes the need for occasional deviation from accepted practice.

o Collaboration & Interaction: Normally follows established procedures on routine work, requires instructions only on new assignments.

Physical Demands and Work Environment: 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the functions.

Physical Requirements:

o Minimal to light physical effort is required in performing duties.

o Prolonged stationary periods at a desk and working on a computer.

o Extensive use of computers, keyboards, and communication-based technology to exchange information.

o Occasional walking and lifting may be required and must be able to lift 15 pounds at any given time.

o Travel Required: Up to 10%

Work Environment:

o Remote, home office or office location with potential hybrid schedule.

o Team-based culture.

o Fast-paced environment.

o Core Values: Build and sell products we believe in, accountability and authenticity in all we do, customers guide the way, and persistence and humility.