Customer Support Representative, Tier I/II

TeamBuilder

. Provide high-quality, timely resolution of customer support requests ranging from Tier 1 through Tier 3 .

Posted 11/7/2026full-timeRemote • United StatesMid-LevelSenior💰 $73,000 - $75,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in providing high-quality customer support and technical assistance in a SaaS environment, with a strong focus on troubleshooting, documentation creation, and process improvement. Capable of managing multiple priorities while fostering collaboration across teams and ensuring customer satisfaction.

Highest-signal resume keywords

Customer Support ExperienceTechnical Support SkillsZendesk ProficiencyDocumentation CreationTroubleshooting Expertise

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingProblem-SolvingDocumentation CreationKnowledge Base DevelopmentProcess ImprovementKPI ReportingCSAT InitiativesWorkflow AutomationTechnical ConfigurationOnboarding Support

Soft Skills

Organizational SkillsActive ListeningCommunication SkillsRelationship BuildingTime Management

Tools & Technologies

ZendeskSaaS PlatformsAutomation ToolsReporting ToolsKnowledge Management Systems

Certifications & Qualifications

Relevant CertificationsBachelor's Degree or Equivalent Experience

Industry Keywords

Customer SuccessHelp DeskTechnical SupportHealthcare TechnologyWorkforce Management

About the role

Key responsibilities & impact

Provide high-quality, timely resolution of customer support requests ranging from Tier 1 through Tier 3
Understand customer issues before responding, troubleshooting, or escalating
Manage customer expectations and communicate clear, actionable resolutions
Prioritize and manage multiple concurrent requests while maintaining customer satisfaction
Provide technical support to customers and internal teams
Escalate product, configuration, workflow, or implementation-related issues when appropriate
Create, maintain, and improve internal documentation, SOPs, troubleshooting guides, and customer-facing knowledge base content
Identify documentation gaps and create resources to improve consistency and self-service
Analyze support trends and identify opportunities to reduce ticket volume and improve efficiency
Develop and maintain Zendesk macros, templates, workflows, and automation tools
Recommend and implement process improvements
Support KPI reporting, CSAT initiatives, and support performance analysis
Partner with Customer Success, Implementation, Product, and Engineering teams
Communicate customer feedback, recurring issues, and enhancement opportunities
Support onboarding, training, and adoption efforts when needed
Report to the Customer Success Manager; no direct reports

Requirements

What you’ll need

3+ years of experience in Customer Support, Technical Support, Help Desk, Customer Success, or a related customer-facing role
Experience in a SaaS environment
Strong troubleshooting, problem-solving, and organizational skills
Experience creating documentation, knowledge base content, or operational processes
Excellent written, verbal, and active listening skills
Ability to manage competing priorities in a fast-paced, remote environment
Ability to build strong working relationships across teams and organizational levels
Bachelor's degree or equivalent experience; relevant certifications are a plus
Preferred: experience in a support lead, team lead, or senior support capacity
Preferred: familiarity with support KPIs, CSAT, reporting, accountability programs, and team performance metrics
Preferred: experience using Zendesk, including workflows, automation, reporting, and administration
Preferred: experience supporting healthcare technology, workforce management, scheduling, or operations-focused software
Preferred: exposure to onboarding, implementation support, technical configuration, or product training

Benefits

Comp & perks

Annual performance bonus opportunity
Equity opportunities for eligible roles
Medical, Dental, and Vision coverage with 70% company contribution toward medical premiums
Health Savings Account (HSA) eligible plan options
401(k) with 3% company match
15 days of PTO plus company holidays
Fully remote work environment with minimal travel required
Employee Assistance Program (EAP)
Tech and wellness reimbursements
Home-office setup
Annual company off-site