(CSS2) Customer Support Specialist II

*Company Overview

Key Qualifications

• Bilingual proficiency in English and Spanish (written and oral).
• Proven remote troubleshooting and multichannel support experience (phone, email, chat, forums).
• Strong empathy and emotional intelligence in customer interactions.
• Effective multitasking, organization, and time management skills.
• Dynamic and logical thinker.
• Team-oriented with relationship-building skills.
• Constructive conflict resolution and customer recovery ability.
• Positive, polite, confident, and customer satisfaction driven.
• Adaptable to change and resilient.
• Technical support knowledge.
• Detail-oriented with the capacity to manage multiple tasks and projects.
• Able to solve issues by identifying and addressing the root cause.

Responsibilities

• Function as the customer-product team liaison, escalating complex cases efficiently
• Accurately document all case-related information in the support system
• Provide timely updates to customers and stakeholders
• Respond to customers within defined SLAs
• Drive customer satisfaction through timely and effective support
• Take ownership of Tier I inbound support inquiries across phone, email, chat, and internal channels
• Communicate with customers clearly and professionally at all times
• Identify, validate, and escalate product bugs and Tier II-level issues as needed
• Serve as a customer advocate to ensure their needs and concerns are addressed
• Collaborate cross-functionally with internal teams to drive resolution
• Report recurring issues, critical incidents, and improvement opportunities to leadership
• Identify, validate, and escalate product bugs and product specific requests for Product Specialist