Description Are you an experienced
Technical Support professional who thrives in a fast-paced, customer-facing environment? Our client is expanding their team to better support a growing external user base and reduce current ticket volume. This role sits between Tier 2 and Tier 3 support and involves deeper troubleshooting-not simple password resets.
Schedule: Sunday through Thursday or Tuesday through SaturdayWest Coast & Midwest Hours coverage would be ideal: 9 hour day, with 1 hour lunch- 7 am- 7 pm CST is the coverage times, so hours between then.
What You'll DoIn this Technical Support II role, you'll provide high-quality end user support in a 24/7 environment. The team typically resolves 25-35 tickets per week, though current volume is 10-15 per day and rising. You will handle complex issues requiring advanced troubleshooting, long phone calls (often 30+ minutes), and strong customer service skills.
You'll support customers through multiple channels-including phone, chat, and ticketing-using tools such as ZenDesk and Genesis. Multitasking is critical as you move fluidly between calls, chats, and email tickets.
Key Responsibilities
- Deliver Tier 2/3 SaaS application support to external customers
- Troubleshoot complex technical issues, including platform connectivity and IoT-related problems
- Handle support cases through phone, chat, and ticketing systems
- Clearly document all steps, actions, and outcomes in the ticketing system
- Follow established incident management processes and escalate appropriately
- Provide exceptional customer service to a diverse global customer base
- Collaborate with team members to identify trends and recommend improvements
Requirements Must-Have Qualifications- 2+ years of experience in Technical Support or a similar customer-facing support role
- Hands-on SaaS support experience (type of SaaS platform is flexible)
- Strong customer service skills, including experience supporting a diverse external user base over the phone
- Excellent communication and documentation abilities
- Proven experience with ticketing systems (any platform)
- Understanding of IoT environments-how devices connect and how to troubleshoot failures
- Experience with incident management processes, including escalation and documentation
- Preferred Qualifications
- Knowledge or certification in ITIL (Version 4 preferred)
- Experience in 24/7 support environments
- Familiarity with ZenDesk, Genesis, or similar tools
Who Thrives Here- Strong problem solvers who enjoy deep troubleshooting
- Professionals who can juggle multiple support channels without losing quality
- Clear communicators who can guide users through complex issues with patience
- People who enjoy working in a dynamic, high-volume support environment
Technology Doesn't Change the World, People Do.
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All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.
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