Tier II Customer Technical Support Specialist

Role Overview

This opening is for a Tier II Customer Technical Support Specialist who will play an important role in a fast-growing, technology-driven organization. The role calls for excellent people skills, a strong sense of accountability, flexibility, and the ability to manage several priorities at once. You will handle more complex customer issues involving software and hardware, act as a mentor to Tier I support, and help connect first-line support with Tier III teams to improve the overall support flow.

Core Responsibilities

• Deliver advanced technical assistance to customers by phone and through a ticketing platform.
• Investigate and resolve difficult issues tied to software and hardware, including setup, configuration, and everyday use.
• Help customers better understand product features, functionality, and recommended usage practices.
• Respond to customer questions and problems quickly and with a focus on effective resolution.
• Communicate with a large base of research and clinical trial clients and teams in a clear and professional manner.
• Follow Good Clinical Practice guidelines and PHI privacy requirements in all client interactions and job activities.
• Partner with Tier I support to receive, triage, and route requests that need further attention.
• Work with Tier III support and development teams to solve advanced technical problems.
• Identify patterns in issues and escalate recurring or emerging problems appropriately.
• Build strong product knowledge and serve as a subject matter expert for the team.
• Create, update, and maintain detailed documentation for frequent issues and their fixes.
• Share technical knowledge regularly to strengthen the capabilities of the wider support group.
• Keep accurate records of customer contacts, support work, and final resolutions.
• Train and guide Tier I Customer Technical Support Specialists.
• Help create a team culture that supports collaboration and continuous learning.

Day-to-Day Work Activities

• Handle customer requests efficiently using automated support systems and internal records.
• Answer questions, provide information, and coordinate with other departments when needed.
• Build and maintain productive working relationships across teams and with external contacts.
• Support prioritization, organization, and planning of daily work.
• Represent the company professionally in conversations by phone, email, writing, or in person.
• Safeguard PHI and client information in every form of external communication.
• Take ownership of the more technical and complex support cases.
• Coach Tier I Software Support Specialists on advanced product topics.
• Serve as backup support for Customer Technical Support management.
• Participate in a rotating on-call schedule outside normal business hours.
• Carry out additional duties as assigned.

Additional Information

All work must align with Ametris core values, standards, policies, and procedures.

Ametris is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability, genetic information, protected veteran status, or any other legally protected characteristic.

Requirements

• 2 to 5 years of experience in customer support or technical support, especially in a Tier II or advanced support setting.
• Ability to handle frustrated or difficult callers calmly and effectively.
• Strong critical thinking and problem-solving ability.
• Excellent spoken and written communication skills.
• Good technical troubleshooting skills.
• Working knowledge of Windows and Microsoft Office.
• Experience with Salesforce, Desk.com, or a similar CRM/ticketing tool is an advantage.
• Exposure to SQL and scripting languages is beneficial.

Education

A bachelor's degree in computer science, information technology, or a related discipline is preferred, though comparable experience may also be considered.

Benefits

• Casual dress environment.
• Family-friendly, collaborative workplace culture.
• Paid time off, including your birthday off.
• Comprehensive benefits package with medical, dental, vision, basic life, accidental coverage, short- and long-term disability, identity theft protection, a 401(k) with company match, and supplemental insurance options.