Technical Customer Success Tier 2
Responsible for managing client relationships, improving technical product deficiencies and troubleshooting complex issues
Responsibilities:
- Provide high-quality front-line support to customers via all communication methods (Calls, Email, Ticket view)
- Promptly process incoming escalated inquiries within SLA and TAT standards in the ticket management queue (HappyFox)
- Dive into Technical KPIs to review with management on a monthly basis
- Customer-centered helping EverCharge increase customer loyalty and an overall outstanding experience.
- Hands-on technical VPN, basis networking connectivity infrastructure troubleshooting
- Reduce customer response time, escalations, and any churn, increasing overall customer satisfaction
- Analyze and report product malfunctions, changes, bugs, and note root cause
- Target to resolve incidents before TAT on all key issues (VIP properties and prioritized cases marked as critical)
- Real-time diagnosing with customers and 3rd party electricians
Qualifications:
- Ability to sustain a high level of productivity in a remote-based work environment.
- Excellent communication skills, including active listening and verbal communication.
- Service-oriented and able to effectively interact with customers in a manner that leads to customer satisfaction.
- Proficient computer skills with the ability to learn new software
- Ability to thrive in a fast-paced, evolving environment.
- Technical knowledge of Linux command tools, Linux shell and python, Bash scripting, SQL
- 2-3 years of experience working in a help desk environment
- Ability to work in the Pacific business hours (~10am-6pm PST)
Preferred Experience
- Experience in small to mid-size companies (50–200 people).
- Strong organizational and time management skills.
- Clear communicator with sharp attention to detail.
- Self-starter who thrives in fast-paced environments and can manage multiple priorities.
Job Title and Compensation:
- The base salary range for this position is between $23.55 and $27.70 per hour based on full-time employment.
- Actual salaries are based on several factors unique to each candidate, including but not limited to skill set, experience, certifications, and work location.
- Our open positions are based on job competencies that are specific to each role. If you are offered a position, the job title may be different from what is advertised to align with the role's competencies and your specific background, experience, and interview results.