Level 2 Customer Support Specialist
$65,000–$70,000 year
Remote
Job Summary
Provide second-level support for GlobalLink Vasont Inspire and GlobalLink Astoria via the trouble-ticketing system, email, and phone. Investigate and troubleshoot issues escalated from first-level support, working with customers to isolate problems and guide resolution. Escalate complex matters to Operations, Solution Engineering, and Software Engineering teams. Deliver application training through private webinars, record sessions, manage user downloads, and update materials for new releases. Collaborate with internal teams including the Director of Content and Application Support while maintaining professional communication. Track and respond to support issues timely.
Required Qualifications
- Ability to multitask in a fast-paced environment
- Work well with people from a variety of backgrounds and cultures
- Work independently and as part of a team
- Organized and ability to prioritize work items
- Strong problem-solving skills
- Committed to a high level of service
- Professional and superior written and spoken communication skills in English
- Proficient in Microsoft Word, Excel, Power Point, and Outlook
- Web conferencing tools
Desired Qualifications
- Candidates with an interest in XML and customer support
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