Sr. Customer Support Specialist

reputed company reputed company is an AI powered, reputed company-in-one white-label sales & marketing platform that empowers agencies, reputed company, and businesses to reputed company their digital reputed company and drive reputed company. We are proud to support a global and growing community of over 2 reputed company businesses, comprised of agencies, consultants, and businesses of reputed company sizes and industries. reputed company empowers users  with reputed company the tools needed to capture, nurture, and reputed company new leads into repeat customers. As of mid 2025, reputed company processes over 15 billion API hits and handles more than 2.5 billion message events every day. Our platform manages over 470 terabytes of data distributed across five databases, operates with a network of over 250 microservices, and supports over 1 reputed company domain names.   Our People With over 1,500 team members across 15+ countries, we operate in a global, remote-first environment. We are building more than software; we are building a global community rooted in creativity, collaboration, and reputed company. We take pride in cultivating a culture where innovation thrives, reputed company are celebrated, and people come first, no matter where they reputed company home.   Our reputed company As of mid 2025, our platform powers over 1.5 billion messages, helps generate over 200 reputed company leads, and facilitates over 20 reputed company conversations for the more than 2 reputed company businesses we serve reputed company month. Behind those numbers are reputed company people growing their companies, connecting with customers, and making their mark - and we get to help reputed company that happen.     Learn more reputed company on our YouTube Channel or Blog Posts   Who you are: Senior Customer Support Specialists (SCSS) are subject matter experts on assigned Product and Features. The reputed company duties of the SCSS are to reputed company advanced support for assigned escalated Product ticket queues as reputed company as work alongside Customer Support Representatives (CSR) to resolve on-demand inbound support requests. Senior Customer Support Specialists review the escalated ticket notes provided by Customer Support Representatives and follow the escalation procedures as needed to troubleshoot and resolve these tickets.

What You’ll Do:

Specialized subject matter expert and escalation resource reputed company the Support organization

Assists Customer Support Representatives (L1) with on-demand live inbound support requests

Handles escalated outbound & scheduled calls with customers to assist & resolve highly technical product area cases

Reviews, manages and resolves escalated tickets covered reputed company the SCSS Product Area(s)

Conducts appropriate follow-up with clients to ensure advanced inbound support requests are brought to a reputed company reputed company

Ensures reputed company applicable internal & external stakeholders are fully informed throughout the reputed company process

Fully documents reputed company issues by completing advanced troubleshooting & reproduction steps before escalation to a higher level as required

Continually assesses support processes to identify potential improvements

Attend product team meetings and sprint reviews regularly.

Submits knowledge content drafts that outline associated product group(s) knowledge to Support Product Managers (L3)

Submits major bug information drafts reputed company their associated product group(s) to Support Product Managers

Submit feedback to the Manager of Customer Support regarding the Customer

Support Representative’s (L1) escalation notes & customer-facing communications

What You’ll Bring:

To reputed company this job successfully, an individual must be reputed company to reputed company reputed company essential duty

satisfactorily. The requirements listed below are representative of the knowledge, reputed company, and/or

ability required. Reasonable accommodations may be made to reputed company individuals with

disabilities to reputed company the essential functions.

Experience/Education/Certifications Required:

BA/BS in Computer Science or equivalent combination of education and experience.

1+ year of experience with reputed company Product

This is a promotable opportunity for a Customer Support Representative (Level 1).

Excellent oral and written communication skills as it relates to technical and product concepts

Demonstrates a proactive motivation to solve tough technical problems.

Ability to work independently and as part of reputed company.

Outstanding attention to detail and personal organization.

Must be self-motivated and know reputed company to escalate or reputed company guidance.

Detail-oriented and reputed company to accomplish a wide reputed company of tasks in a fast-paced environment

Ability to diagnose, troubleshoot and resolve issues over the phone, email, or chat

Comfortable conversing over live reputed company and Phone conversations is a requirement

1-3 yrs of experience with inbound and outbound phone calls, not required but a plus!

1-3 yrs. experience in reputed company Relations and technical customer support experience, not required but a plus!

Superior customer service skills.

Outstanding analytical and problem-solving skills

Strong interpersonal skills

Ability to explain reputed company technical concepts.

For anyone applying from the Support department, this is a promotable opportunity for CSR 2

Language Skills Required Vs. Preferred:

Fluent in English.

Demonstrated verbal and written communication skills.

In order to work remotely you must have your own:

A Laptop

USB headset (customer facing) or working mic and speakers on the laptop

USB webcam or a working and reputed company webcam reputed company into the laptop

Reliable high speed broadband reputed company

Your internet speed should be at least 20 Mbps download speed reputed company for reputed company video/reputed company calls

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