Tier II Customer Technical Support Specialist (US Remote Work Options Available)

This position will allow the Tier II Customer Technical Support Specialist to be a key contributor within multiple areas of a technical based rapidly growing company.  The candidate must possess strong interpersonal communication skills and a strong work ethic.  The individual must be flexible and have the ability to multitask.  This position will be required to work with to resolve customers’ advanced product related issues, focusing on assisting customers with complex technical inquiries related to our software and hardware applications.   This position will also serve as a mentor for Tier I Support and a liaison between Tier I and Tier III support helping to streamline the support process. 

The essential duties and responsibilities for this role include:

• Technical Support: 
• Provide expert-level technical support to customers via phone and ticketing system. 
• Troubleshoot and resolve complex issues related to our software and hardware, including installation, configuration, and usage. 
• Customer Assistance: 
• Assist customers in understanding application functionality, features, and best practices. 
• Ensure customers' inquiries and issues are addressed promptly and effectively. 
• Communicate effectively with large research and clinical trial customer base/teams. 
• Follow GCP (Good Clinical Practice) and PHI policies throughout client communications and work activities. 
• Escalation Management: 
• Collaborate with Tier I support to receive, prioritize, and escalate support requests when necessary. 
• Work closely with Tier III or development teams for advanced issue resolution. 
• Discover, identify, and escalate trending issues. 
• Documentation and Knowledge Sharing: 
• Achieve a high level of product domain and technical knowledge and act as a product SME. 
• Create and maintain comprehensive documentation for common technical issues and solutions. 
• Routinely share knowledge with team members to enhance overall support capabilities. 
• Maintain detailed records of customer interactions, support activities, and resolutions. 
• Team Leadership: 
• Train and mentor a team of Tier I Customer Technical Support Specialists. 
• Foster a collaborative and learning-oriented team environment. 

Work Activities Include:

• Ensure customers' inquiries and issues are addressed promptly and effectively. 

• Maintain customer records, using automated systems. 

• Perform a wide variety of duties to assist customers by answering questions, providing information, and interacting with other departments as required.  

• Developing constructive and cooperative working relationships with others, and maintaining them over time. 

• Collaborate with Tier I support to receive, prioritize, and escalate support requests when necessary. 

• Work closely with Tier III or development teams for advanced issue resolution. 

• Update the support internal knowledgebase and providing focused trainings to the support team on trending issues and topics. 

• Troubleshoot and resolve complex issues related to our software applications, including installation, configuration, and usage. 

• Assist customers in understanding application functionality, features, and best practices. 

• Developing specific goals and plans to prioritize, organize, and accomplish your work 

• Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail 

• Protecting PHI and client data in all forms of communication with external audiences  

• Take on the more technical support tickets/issues 

• Assist and mentor Tier I Software Support Specialists on advanced technical product topics.   

• Act as a backup to Customer Technical Support management. 

• Rotational On-Call support during non business hours. 

• Other duties as assigned.  

All responsibilities are to be performed in accordance with the Ametris core values, standards, policies, and procedures.

As an equal opportunity employer, all employment at Ametris is governed without regard to, nor influenced by, race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

The ideal candidate will have:

• Required Qualifications

• 2-5 years experience in customer support or technical support, with a focus on Tier II or advanced support. 
• Ability to defuse difficult or irate callers  
• Adept in critical thinking/problem-solving skills 
• Exceptional verbal and written communication skills 
• Strong technical troubleshooting and problem-solving skills. 
• Knowledgeable in Windows and Microsoft Office 
• Experience in SalesForce and/or Desk.com (or other similar CRM/ticketing system) is a plus 
• Familiarity with SQL and scripting languages is a plus. 

Educational Requirements 

Required: 

• Bachelor's degree in computer science, information technology, or a related field (or equivalent experience) preferred but someone with equivalent experience could be considered. 

At Ametris, we do our best to offer benefits and a work environment that is positive, fun, and tailored towards the needs and feedback of our team members. We do so by offering:

• A casual "dress-code" environment
• A family-oriented and collaborative workplace
• Paid time off (including paid time off for your birthday)
• And a very generous suite of benefits including: medical, dental, vision, basic/life accidental, short/long term disability, identity theft, 401K (plus a match), and supplemental insurance options.