Customer Support Tech II

Responsibilities

• Serve as a frontline representative for customers by answering product and service questions via phone and the Zendesk support ticket system
• Troubleshoot and resolve customer issues by identifying root causes, determining appropriate solutions, and following through to resolution
• Provide clear, empathetic communication to ensure customers feel heard, supported, and confident in the outcome
• Recommend potential product or service enhancements by gathering customer feedback and analyzing recurring needs
• Aid in the creation and distribution of customer training tools and resources
• Collaborate with teammates and contribute to a supportive, service-driven team culture

Qualifications

• Strong verbal and written communication skills, with the ability to explain information clearly and professionally
• Exceptional listening skills and a calm, reassuring presence when handling customer concerns or conflict
• Comfort using computers, mobile devices, and mobile applications in a support environment
• College-level coursework and/or equivalent professional experience
• Experience in a call center or phone-based customer service role
• A customer-first mindset with a genuine desire to help and problem-solve

Who Thrives Here

• Empathetic, patient, and adaptable
• Comfortable handling multiple customer inquiries throughout the day
• Motivated by resolving issues and improving the customer experience
• Interested in growing within customer support, operations, or technical services