Togetherwork Hiring for Tier 2 Customer Support Agent (Remote- US Based) at Boulder, CO Full Time

Job Summary

The Tier 2 Customer Support Agent plays a critical role as secondary escalation in resolving customer issues. Their primary focus is to support more complex issues and requests that require additional time, research, in-depth troubleshooting, or advanced product knowledge. They are responsible for providing solutions to product and service problems by troubleshooting and investigating issues while maintaining established Service Level Objectives. This role works in close collaboration with other Tiers and cross-functional units to ensure all customer issues are fully understood and that inquiries are quickly driven to resolution. Also responsible for identifying product problems and requests that require additional technical expertise and escalating those to Tier 3 as needed.

A strong performer in this role will demonstrate a high sense of ownership in resolving complex customer issues, a continual willingness to spread knowledge across our teams to increase efficiency and improve the customer experience, and a growing technical understanding of the product to provide feedback on future development enhancements.

Responsibilities

• Receive and respond to customer inquiries received via email, chat, and phone that have been escalated by the Tier 1 Support team.
• Accept and retain ownership of requests, providing timely updates to customers until a resolution is reached.
• Receive and respond to customer inquiries received via email, chat and phone that has been escalated by the Tier 1 Support team.
• Replicate and Log reported bugs in the bug tracking system.
• Assist with the process and knowledge base documentation and training as needed to help further the team’s overall knowledge in support of customers.
• Monitor and assist with inquiries from Tier 1 Support team in Slack.
• Participate in providing support coverage on recognized holidays 2-3 timers per year.
• Assist with backup coverage for Tier 1 as needed, responding to customer inquiries received via email, chat, and phone.

Requirements:

• High School Diploma or equivalent
• At least 1 year of experience in customer-facing role within Gingr
• Experience working in the pet-care industry is a huge plus!

Excited about this role but don’t meet every single requirement? Studies have shown that women and other marginalized groups are less likely to apply to jobs unless they meet every single qualification. At Togetherwork we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

The Company offers a comprehensive employee benefits program, including:

• Medical, dental, and vision insurance options
• 100% Employer paid short/long term disability
• Basic Life
• 401(k) option with 100% company match
• Flexible paid personal/vacation time built on mutual trust and accountability
• 10 sick days annually
• 10 company paid holidays
• 6 weeks paid parental leave

Inclusion and Diversity: Togetherwork is an Equal Employment Opportunity Employer. We are a company where diverse backgrounds, experiences and viewpoints are valued. Togetherwork does not make hiring or employment decisions on the basis of race, color, religion, gender, gender identity, sex, sexual orientation, disability, veteran status, age, ethnic or national origin, or any other basis protected by all local, state or federal laws.

Salary Range Disclosure

The base range represents the low and high end of the Togetherwork salary range for this position. Actual salaries will vary and may be above or below the range based on factors including, but not limited to location, experience, and performance. The range listed is just one component of Togetherwork’s total compensation package for employees. Other rewards may include discretionary bonuses, long term incentives, a flexible paid vacation/personal time policy, 6 weeks paid parental leave and more.

Salary Range

US Remote: $40,000 – $50,000 USD per year

Excited about this position but the salary is a little below your expectations? Tell us what you need to make you happy, and we will see if we can make it happen based on how closely your skills and experience fit the qualifications of this position.

Togetherwork is a family of entrepreneurial businesses providing online dashboard solutions (SaaS) to groups and organizations for management, administration, and payments. Its purpose is to help these businesses grow, become more efficient, increase revenue, and provide excellent service to their members and constituents.

Togetherwork’s business lines provide software and payment solutions to a range of groups, including associations, fraternal organizations, museums, nature centers, pet services, universities, and zoos.

At Togetherwork, we are building the leader in Group Management Software and Payments by bringing together companies that connect people with the institutions most important to them. Our group of innovative companies are best-in-class in their respective verticals with strong management teams and commitment to customer service. When you start here, you will find yourself in an environment that is exciting, motivating, challenging, and fun. https://www.togetherwork.com/solutions/

Gingr (https://www.gingrapp.com/), part of Togetherwork, is a rapidly growing software company that allows pet daycare, kennel, and grooming business owners to manage their business more efficiently and effectively. Our integrated payments platform allows pet-care businesses to collect payments online, reduce transaction times, and save time and money by eliminating the need to reconcile.