Customer Support Specialist II

About the role

The Customer Support Specialist II is a proficient technical resource responsible for managing complex customer issues requiring deeper investigation and product expertise. Based in San Marcos or San Diego, CA with a hybrid schedule (3 days per week in office), the role handles Tier 2 support calls, chats, and emails, uses SQL Server to diagnose data‑related problems, mentors Tier 1 specialists, coordinates escalations, and delivers internal and customer training to support knowledge sharing and product adoption.

Responsibilities

• Ticket Management: Prioritize and manage tickets consistently across the queue, adhering to SOPs and SLAs. Accurately categorize and assign SLA tags to ensure correct prioritization and response.
• Calls, Chats & Emails: Handle Tier 2 inquiries efficiently, asking targeted questions to diagnose and resolve issues on first contact whenever possible. Escalate to Tier 3 appropriately with complete context. Choose the most effective communication method (phone, chat, or email) to maximize efficiency.
• Customer Satisfaction: Deliver a professional, friendly experience in every interaction. Listen actively, collect relevant information, and provide timely solutions.
• Collaboration: Partner with other departments to share insights, improve workflows, contribute to the knowledge base, and support knowledge transfers.
• Mentorship: Guide Tier 1 specialists to strengthen product knowledge, improve customer relationships, and increase efficiency.
• Escalations: Manage Tier 1 escalations promptly, ensuring SLA compliance and thorough documentation for any Tier 3 hand‑offs. Assume ownership during Rush or Emergency issues until resolved or reassigned, and notify management per SLA guidelines.
• Training: Deliver training for staff and customers, pre‑ and post‑launch, to support knowledge transfer and engagement