Customer Support Specialist II
About The Position
The Customer Support Specialist II is a proficient technical resource responsible for managing complex customer issues requiring deeper investigation and product expertise. This role handles Tier 2 support calls, chats, and emails, analyzing, reproducing, and troubleshooting issues to deliver timely and accurate resolutions. Leveraging SQL Server skills, the specialist uses and writes queries to diagnose data-related problems and troubleshoot issues. As a subject matter expert in core product functionality and dental lab manufacturing workflows, this position bridges frontline and advanced support by mentoring Tier 1 specialists, coordinating escalations, and collaborating with cross-functional teams. The specialist also participates in internal and customer training to strengthen knowledge sharing and product adoption. The position is based in San Marcos or San Diego, CA with a hybrid work schedule (3 days per week in office).
Requirements
- Technical support or help desk: 3–4 years (Required)
- Direct experience with proprietary or SaaS business software: 2–3 years (Required)
- SQL query writing and troubleshooting: 2 years (Required)
- Strong analytical, problem-solving, and communication skills
Nice To Haves
- CRM or ticketing software: 3–4 years (Preferred)
- Microsoft Windows Server OS: 2 years (Preferred)
- Familiarity with IIS, SSL certificates, or similar web environment troubleshooting
Responsibilities
- Ticket Management: Prioritize and manage tickets consistently across the queue, adhering to SOPs and SLAs. Accurately categorize and assign SLA tags to ensure correct prioritization and response.
- Calls, Chats & Emails
- Handle Tier 2 inquiries efficiently, asking targeted questions to diagnose and resolve issues on first contact whenever possible.
- Escalate to Tier 3 appropriately with complete context.
- Choose the most effective communication method (phone, chat, or email) to maximize efficiency.
- Customer Satisfaction: Deliver a professional, friendly experience in every interaction. Listen actively, collect relevant information, and provide timely solutions.
- Collaboration: Partner with other departments to share insights, improve workflows, contribute to knowledge base, and support knowledge transfers.
- Mentorship: Guide Tier 1 specialists to strengthen product knowledge, improve customer relationships, and increase efficiency.
- Escalations: Manage Tier 1 escalations promptly, ensuring SLA compliance and thorough documentation for any Tier 3 hand-offs. Assume ownership during Rush or Emergency issues until resolved or reassigned, and notify management per SLA guidelines.
- Training: Deliver training for staff and customers, pre- and post-launch, to support knowledge transfer and engagement.
Benefits
- Comprehensive health, dental, and vision coverage options
- Wellness benefits that support lifestyle, behavioral health, and overall wellbeing
- Flexible paid time off, sick time, and 10 company-paid holidays
- 401(k) plan with company match to help you build your future
- Culture Committee driving initiatives that spark connection, fun, and belonging
- A workplace powered by innovation, collaboration, and energy every day
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
