Customer Support Specialist II

Requirements

• The ideal candidate is a technically proficient and dedicated customer advocate capable of dissecting and resolving intricate customer queries; a self-starter driven by motivation to excel
• This role suits someone eager to collaborate with various teams to identify, troubleshoot, and elevate customer concerns to our product and engineering teams
• The ability to thrive in a dynamic, fast-paced setting, maintain meticulous attention to detail, and effectively influence cross-functional teams is essential
• BA/BS degree required or equivalent experience
• 3+ years’ experience in a Customer Support/Experience function; hands‑on experience in a technical support capacity; advanced troubleshooting (versus account management, trust & safety, and other general customer care) is required
• Prior B2B experience, with a strong understanding of business-client relationships and enterprise solutions; experience aiding customers using an Enterprise Software or SaaS solution
• Experience with leveraging JIRA as an issue management platform to track and report on product issues
• Experience with Intercom, Salesforce, Zendesk, or other CRM systems
• Ability to diagnose and recognize problem areas and collaborate with internal and external teams towards resolution
• Outstanding technical communication – ability to explain complex challenges succinctly to both technical and non‑technical audiences in primarily written channels. Exceptional verbal and written skills are essential
• Strong analytical, decision‑making and problem‑solving skills – you are adept at making informed decisions to effectively solve complex problems
• Comfortable working in a dynamic, fast-paced environment with a proven ability to multi‑task and operate with a sense of urgency and keen attention to detail
• Ability to establish and foster critical relationships with customers & cross‑functional stakeholders
• Self‑motivated and able to work proactively; not afraid to take the initiative!
• (Desirable) Basic to working knowledge of SQL
• (Desirable) Basic knowledge of web development technology
• (Desirable) Experience working with Enterprise customers to help resolve complex technical issues
• (Desirable) Knowledge and experience setting up and troubleshooting equipment like printers, network connectivity, and iPads
• (Desirable) You understand how the internet works (i.e. DNS, HTTP, TLS, Certificates, etc)
• (Desirable) Being bilingual is always a plus!

• Working hours for this position are Monday - Friday with a start time of 11AM CDT, +/- 1 hour as needed
• Own inbound customer communications via email and/or live chat from initial contact until resolution to make sure our customers – Envoy admins and/or their employees/visitors – are supported every step of the way; phone/screen‑sharing support may be required
• Leverage advanced troubleshooting skills and deep product knowledge to resolve issues as quickly as possible; review, investigate, and resolve technical customer cases within the target SLAs
• Develop an encyclopedia of knowledge about how Envoy works – our customers need help troubleshooting a wide range of issues across software, hardware (mobile devices, iPads and printers), wireless connectivity, and software products so we need to be ready for anything
• Provide a closed‑loop feedback communication channel with internal partners through identifying and reporting trends in key difficulties that customers are experiencing
• Absorb additional Support related tasks such as bug reporting, content development, and other initiatives across the team
• Develop and document best practices to our internal knowledge base to enhance troubleshooting processes for the frontline team
• Influence support processes and shape the tone of Envoy’s customer support on a team that spans time zones
• Able to participate in a teamwide Sunday on‑call rotation (2 hours in length) every 8-12 weeks