Tier 2 Customer Support Representative

Summary

Join Ambient as a Customer Support Representative (Tier 2) and play a vital role in resolving complex customer issues, identifying system challenges, and creating knowledge resources. You will manage cases, provide remote assistance, identify and document recurring problems, and optimize agent workflows. Success requires a passion for customer experience improvement, adaptability, strong teamwork, and attention to detail. The role demands experience in technical support within high-tech or consumer electronics, along with strong communication and organizational skills. Familiarity with Salesforce Service Cloud is beneficial. Occasional travel may be required.

Requirements

• 2+ years of experience in technical support within the high-tech or consumer electronics industries
• A high school diploma with relevant work experience in high-tech or consumer electronics or an associate degree is preferred
• Consistent and reliable attendance is essential
• Ability to sit or stand at a desk for an 8-hour shift, perform computer-based work, and participate in virtual meetings
• Quiet work environment with minimal background noise or interruptions
• Internet access with minimum download speeds of 100 Mbps
• Occasional travel may be required for business purposes (by car, air, or other means)
• Flexibility to work assigned shifts within the hours of 7 am to 7 pm MST

Responsibilities

• Collaborate with your team to ensure seamless coverage across all support channels
• Oversee customer cases and incoming calls, ensuring smooth and timely escalations between support tiers
• Provide efficient, remote assistance to external customers, including seamless replacement of hardware as needed
• Identify and document recurring issues by creating detailed problem tickets
• Collaborate with product and engineering to address these issues through regular communication
• Continuously seek opportunities to streamline agent workflows for case management
• Identify areas for improvement, establish best practices to enhance efficiency, and provide training to team members on these workflows

Preferred Qualifications

Spanish speaking is preferred but not required