Product Support Representative II

Serve as a first point of contact for customer inquiries related to products supported via a phone-first approach and digital support channels, with a focus on rapid and effective triage. Utilize AI-assisted tools and internal resources to diagnose issues, validate findings, and guide next steps. Add value during first contact by clarifying issues, gathering required information, and resolving known problems when possible. Determine appropriate resolution paths, including timely escalation to higher support tiers when necessary. Provide empathetic, professional communication to customers during high-impact or time-sensitive situations. Document all case activity accurately and thoroughly, following established quality and knowledge practices. Maintain awareness of operational metrics, including SLA, CSAT, and OSAT, and contribute to meeting team performance goals. Collaborate with peers, senior support staff, and cross-functional partners to ensure smooth handoffs and continuity. Participate in required training, coaching, and continuous learning activities. Support after-hours or on-call rotations as scheduled to assist with critical customer needs. Strong verbal and written communication skills, particularly in real-time customer interactions. Ability to remain calm, organized, and effective in high-volume or high-pressure environments. Comfort using AI-powered tools, knowledge bases, and guided workflows, with a willingness to learn and adapt. Analytical mindset with the ability to assess issues, identify patterns, and follow structured troubleshooting processes. Familiarity with CRM or case management systems (Salesforce experience helpful). What We Value Empathy and a customer-first mindset. Strong judgment in determining resolution versus escalation. Attention to detail and commitment to quality case handling. Coachability, curiosity, and a willingness to learn.