Customer Support Representative II

You will independently resolve routine customer support contacts through phone, chat, and email, assess urgency, and coordinate on issues outside established guidance. You will document cases in Salesforce, update knowledge base articles and procedures, propose process improvements, and help new team members.

Responsibilities

• Serve as the first point of contact through phone, chat, and email
• Own customer issues through resolution
• Assess and triage urgent contacts
• Independently resolve routine support issues
• Recommend and coordinate solutions for issues outside established guidance
• Document contacts in Salesforce
• Meet response, resolution, quality, and satisfaction targets
• Write and update knowledge base articles and procedures
• Identify process gaps and propose improvements
• Help new team members get up to speed

Requirements

• High school diploma or equivalent
• Two or more years of customer support, contact center, or operations experience
• Ability to work a 24/7 rotating schedule, including nights, weekends, and holidays
• Experience with CRM and ticketing tools and Google Workspace
• English communication skills
• Independent support experience
• Prioritization and triage judgment
• Safety focus
• Technology aptitude
• Documentation skills

Benefits

• Benefits