Technical Support Specialist, Tier 2

• Provide high quality customer support to Fullpath’s customers
• Demonstrate exemplary customer service skills via inbound/outbound phone, email, and internal chats
• Open, manage, and resolve technical issues tickets and be the point of communication between our clients, partners, and other internal supporting teams utilizing Zendesk
• Collaborate with Tier 2 Team Lead, Tier 2 Tech Lead, and Engineering to solve technical product issues while keeping in constant communication with the customer
• Demonstrate a “can do” attitude to solve as many issues at your resolution level
• Examine, analyze, troubleshoot technical issues using our ticket systems, emails, and other available resources
• Establish best practices in internal and external documentation, sharing feature requests and effective workarounds with other team members

• At least 2+ years of experience in Senior Technical Support experience
• At least 2+ years of experience in troubleshooting for SaaS products
• At least 1-year of experience working with Tier 1 Lead /Tier 2 support
• Experience working with CRMs and modern SaaS tools (G Suite, Slack, Zendesk, etc.)
• Service-oriented approach with strong client-focused skills, comfortable making calls to customers in order to speed up the issues resolution
• Team player with collaborative work style
• Excellent time management and organizational skills
• Excellent English verbal and written communication skills
• Experience in SEO/SEM (e.g., Google Adwords, Facebook ads, Bing ads) - strong advantage
• Experience with HTML / CSS / SQL - strong advantage
• Legal authorization to work in the United States without the need for employer sponsorship now or in the future
• Ability to sit for extended periods and perform extensive computer work, both of which are key aspects of this role
• Ability to perform job duties from a home office, when applicable, utilizing necessary technology and maintaining productivity
• Regular, reliable attendance and punctuality are essential functions of the job to ensure consistent workflow and communication

• Experience working in the automotive industry
• Experience in SEO/SEM (e.g., Google Adwords, Facebook ads, Bing ads)

Medical, Dental, Vision, Disability, Life/AD&D, EAP, 15 vacation days per year to start, 80 hours of sick leave, 12 paid holidays, paid parental leave, & 401k with company match