Customer Support Specialist II (Tier 2)

United States·Irvingmid

Customer Support SpecialistCustomer

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Quick Summary

Key Responsibilities

querying and making basic adjustments in our SQL database, tracking open issues in Jira, and maintaining ongoing communication with engineering and management.

Technical Tools

Customer Support SpecialistCustomer

Responsibilities

~1 min read

→Handle the full range of day-to-day support, including inbound calls and emails, account and workflow support, job postings, invoice and payment review, and verification monitoring.
→Serve as the next level of triage above Tier 1 by taking ownership of unresolved issues, investigating root causes, and resolving them before escalating to engineering.
→Query the SQL database to investigate data issues, pull records, and identify root causes when platform tools don't provide enough visibility.
→Make basic, guided data-level adjustments in SQL where appropriate, within established guardrails.
→Use AI tools to accelerate troubleshooting, draft and refine documentation, and identify patterns across recurring issues.
→Log and track issues in Jira throughout their full lifecycle, keeping status current so engineering and leadership have accurate visibility at all times.
→Maintain direct, ongoing communication with engineers on open issues, providing the context and detail needed to move tickets forward efficiently.
→Keep management informed of trends, blockers, and recurring issues.
→Document resolutions and workarounds clearly to reduce repeat escalations and maintain knowledge base accuracy.
→Use sound judgment to determine what can be resolved independently and what requires engineering, ensuring engineering time is reserved for issues that truly need it.
→Communicate clearly, calmly, and professionally with customers and internal teams, including during critical or time-sensitive situations.

Requirements

~1 min read

3+ years of customer support experience, preferably in a SaaS, technical, or platform-based environment, including at least 1 year in an escalated or Tier 2 role.
Working knowledge of SQL, including writing queries to investigate issues and making basic, guided data-level adjustments.
Experience using Jira or a similar ticketing system to track issues through their full lifecycle, beyond initial escalation.
Demonstrated ability to reduce reliance on engineering by resolving technical issues independently whenever possible.
Strong technical troubleshooting skills across workflows, billing, authentication, scheduling, and user access.
Excellent verbal and written communication skills, including the ability to communicate directly and regularly with engineers.
Proven ability to work independently, prioritize effectively, and make sound decisions in a fast-paced environment.
Proven, everyday use of AI tools (e.g., Claude, ChatGPT, Copilot) to speed up troubleshooting, strengthen documentation, and improve support workflows. Working alongside AI is part of the job at RollKall.
Strong attention to detail in a high-volume environment.
Customer-first mindset with empathy, professionalism, and a bias toward proactive resolution.
Ability to quickly learn proprietary platforms, tools, and operational workflows.