Customer Support Agent, Tier 2

Job Description:

• Handle advanced technical cases escalated by Tier 1 agents via chat, email, and internal tickets.
• Perform in-depth troubleshooting using tools like Postman and technical languages such as Java, CSS, JavaScript, HTML, and MySQL.
• Collaborate with engineering and product teams to resolve complex or persistent issues.
• Document recurring issues and maintain internal knowledge bases.
• Actively contribute to improving internal support processes and tools.
• Guide Tier 1 agents when needed and share best practices with the team.

Requirements:

• You have a degree in Computer Science, Software Engineering, or a related field.
• You’re comfortable navigating technical environments and tools like Postman and HTML.
• You’re excited to learn—not just about the platform, but about how the floral B2B industry operates.
• You’re proactive in improving processes and eager to build internal tools when needed.
• You have strong analytical and troubleshooting skills.
• You communicate clearly and professionally, even when dealing with complex topics.
• You’re organized, can juggle priorities, and have experience using tools like Salesforce Service, Jira, or other support platforms.

Benefits:

• 100% remote position with flexible working hours.
• Direct mentorship and space to grow into a platform or product expert.
• English classes and continuous learning support.
• A collaborative and transparent environment where your ideas matter.
• Competitive salary based on experience.
• Full-time, indefinite-term contract.

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