Senior Customer Support Representative - Tier II

Summary

Join Invoca's Customer Support team as a Senior Customer Support Representative! You will provide technical support, training, and assistance to clients, acting as an escalation point for Tier 1 support. Responsibilities include managing inbound requests, conducting training sessions, participating in quality assurance, and collaborating with other teams. You will also create and maintain knowledge base content and demonstrate leadership in problem-solving and team training. This role requires 2+ years of customer support experience, strong communication skills, proficiency in Microsoft Excel, APIs, and SQL, and a passion for assisting clients. Invoca offers a comprehensive benefits package including flexible time off, paid holidays, health benefits, retirement plan, stock options, and paid family and medical leave.

Requirements

• 2+ years of successful customer support role - email and phone
• A positive outlook and real passion for assisting clients every single day
• Ownership and the ability to manage multiple high priority cases
• Detail oriented and excellent interpersonal skills
• Strong written and verbal communication skills
• Proficiency in Microsoft Excel
• Proficiency in APIs and SQL
• Proficiency in updating and creating clear documentation for all technical abilities
• A team oriented individual who has a desire to help their colleagues succeed by providing constructive feedback and technical assistance

Responsibilities

• Manage inbound support requests from clients using a queuing system
• Conduct thorough product training sessions via phone and web conference tools
• Participate actively in quality assurance tests for new products, ensuring high standards
• Rotate in off-hours support to provide continuous assistance to clients
• Collaborate with Customer Success Managers and internal teams to address and resolve customer issues efficiently
• Consistently deliver on work commitments and proactively communicate with stakeholders regarding any arising issues
• Create, review, and maintain Knowledge content within the platform to ensure accuracy and relevance
• Demonstrate leadership abilities by remaining calm under pressure and being flexible to adapt solutions when plans change
• Proactively seek out self-development opportunities and learn from mistakes for continuous improvement
• Quickly diagnose the root cause of customer problems and possess familiarity with common systems Invoca integrates with
• Independently own escalated/Tier 2 cases, guide others, and lead minor projects with tangible deliverables
• Act as a valuable resource for the Support team by facilitating internal team training, joining escalated calls, creating documentation for edge cases, and providing backup support for on-call and queue management when necessary

Preferred Qualifications

• Hands-on experience with CRM and software support
• Ability to confidently read and troubleshoot JavaScript
• Experience with Google Ads, Analytics, Facebook Ads, Salesforce Sales & Marketing Cloud, and Microsoft Ads

Benefits

• Flexible Time Off – We encourage a healthy work-life balance. Our flexible paid time off policy allows you to recharge and take time away as needed
• Paid Holidays – Invoca provides 20 U.S. paid holidays , including a winter break, giving you ample opportunity to refresh and spend time with friends and family
• Health Benefits – Our healthcare program includes medical, dental, and vision coverage, with multiple plan options to choose what works best for you and your family. Fertility assistance is also included
• Retirement – Invoca offers a 401(k) plan through Fidelity with a company match of up to 4%
• Stock Options – All employees are invited to share in Invoca’s success through stock options
• Mental Health Program – Well-being support on a broad range of issues is available through our SpringHealth program
• Paid Family Leave – Up to 12 weeks of 100% paid leave is provided for baby bonding, adoption, and caring for family members
• Paid Medical Leave – Up to 12 weeks of 100% paid leave is provided for childbirth and medical needs
• InVacation – As a thank-you to our long-term team members, we offer a bonus after 7 years of service
• Wellness Subsidy – We provide a subsidy that can be applied toward gym memberships, fitness classes, and more