Customer Support Specialist II

PracticeTek

. Manage complex Tier 2 customer issues across calls, chats, and emails .

Posted 10/13/2026full-timeUnited StatesJuniorMid-Level💰 $25 - $27 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing complex Tier 2 customer issues, utilizing SQL Server for troubleshooting, and delivering professional customer support. Capable of mentoring team members and improving workflows through collaboration and knowledge sharing.

Highest-signal resume keywords

Technical Support ExperienceSQL Query WritingCRM Software ProficiencyAnalytical Problem-SolvingCustomer Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SQL Query WritingTroubleshootingData AnalysisTicket ManagementSOP Compliance

Soft Skills

Communication SkillsMentoringCollaborationCustomer Relationship Management

Tools & Technologies

CRM SoftwareMicrosoft Windows Server OSIISSSL Certificates

Industry Keywords

Tier 2 SupportSaaS Business SoftwareDental Lab Manufacturing Workflows

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Manage complex Tier 2 customer issues across calls, chats, and emails
Analyze, reproduce, and troubleshoot issues to deliver timely, accurate resolutions
Use and write SQL Server queries to diagnose data-related problems
Prioritize and manage tickets according to SOPs and SLAs
Categorize tickets and assign SLA tags
Escalate issues to Tier 3 with complete context
Deliver professional, friendly customer support and timely solutions
Collaborate with other departments to improve workflows and contribute to the knowledge base
Mentor Tier 1 specialists on product knowledge, customer relationships, and efficiency
Manage Tier 1 escalations and own Rush or Emergency issues through resolution or reassignment
Deliver pre- and post-launch training for staff and customers
Serve as a subject matter expert in product functionality and dental lab manufacturing workflows

Requirements

What you’ll need

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)
Familiarity with IIS, SSL certificates, or similar web environment troubleshooting
Strong analytical, problem-solving, and communication skills
Bachelor's degree (Preferred)
CRM or ticketing software: 3–4 years (Preferred)
Microsoft Windows Server OS: 2 years (Preferred)

Benefits

Comp & perks

Comprehensive health, dental, and vision coverage options
Wellness benefits supporting lifestyle, behavioral health, and overall wellbeing
Flexible paid time off
Sick time
10 company-paid holidays
401(k) plan with company match
Culture Committee initiatives supporting connection, fun, and belonging
Workplace powered by innovation, collaboration, and energy
Potential additional compensation, such as bonuses or equity, as applicable