Customer Support Specialist

About the role

GraceMark Solutions is looking for a Customer Support Specialist II. The role involves independently managing customer cases from initial contact through resolution, investigating complex issues, and collaborating with Level III, Product, and Engineering teams when additional technical expertise is required.

Responsibilities

• Manage customer issues through live chat and ticketing platforms, including Zendesk and Intercom.
• Troubleshoot product, account access, authentication, permissions, browser, mobile-device, connectivity, and application-performance issues.
• Reproduce reported issues and gather reproduction steps, error messages, screenshots, logs, account information, and environment and device details.
• Provide structured troubleshooting instructions, workarounds, and clear next steps.
• Own cases through resolution and confirm successful customer outcomes.
• Prioritize cases based on customer impact, urgency, and service-level expectations.
• Escalate cases to Level III, Product, or Engineering teams when needed, documenting business impact, expected and actual behavior, troubleshooting performed, and supporting evidence.
• Maintain accurate ticket notes, categorization, ownership, and resolution documentation.
• Contribute to knowledge-base articles, FAQs, troubleshooting guides, and internal support documentation.
• Identify recurring customer issues and communicate trends to senior support specialists and internal teams.
• Follow security, privacy, access, and customer-data handling...

Requirements

Strong technical troubleshooting and customer service experience.

Datos clave

• Employment type: Full-Time.
• The description calls for strong technical troubleshooting and customer service experience.
• The role involves managing customer issues through live chat and ticketing platforms.