Customer Support Specialist - Tier 2

About the Role

Our client is seeking a skilled Customer Support Specialist for their Tier 2 support team in Nottingham . This role focuses on handling escalated customer issues that require more in-depth technical knowledge and problem-solving capabilities. You will work closely with Tier 1 support and other departments to ensure complex customer challenges are resolved efficiently and effectively. This position is based at our Nottingham office, providing direct access to resources and fostering strong inter-departmental collaboration essential for high-level customer care.

Key Responsibilities

• Provide advanced technical support and troubleshooting for escalated customer inquiries.
• Analyze complex customer issues and develop effective solutions.
• Collaborate with engineering and product teams to report and resolve bugs.
• Document solutions and create knowledge base articles for complex issues.
• Train and mentor Tier 1 support staff on advanced troubleshooting techniques.
• Manage customer escalations and ensure timely resolution and follow-up.

Requirements

• Proven experience in a Customer Support Specialist role, with at least 2 years in Tier 2 or equivalent.
• Strong technical aptitude and ability to troubleshoot complex software and system issues.
• Excellent problem-solving, analytical, and communication skills.
• Experience with CRM systems and support ticketing platforms.
• Ability to work effectively under pressure and manage multiple priorities.

Benefits

• Competitive salary and performance incentives.
• Comprehensive health, dental, and vision insurance.
• Pension scheme with employer contributions.
• Opportunities for continuous learning and professional growth.
• A collaborative and supportive work environment in our Nottingham office.