Tier 3 Senior Support Specialist (Hybrid- Austin, TX)

Togetherwork
Austin, TX
Job Description
This Tier 3 Senior Support Specialist will be a key member of the Operations Team, responsible for managing complex customer support cases and providing high-touch service to enterprise partners. The role involves troubleshooting technical issues, collaborating with cross-functional teams, and mentoring other support team members. The specialist will proactively manage tickets, ensure SLA adherence, and enhance the user experience.

Requirements

  • 2+ years of experience in a technical support or customer success role
  • Familiarity with Jira (or similar issue-tracking tools) and ability to write clear bug reports
  • Experience with Zendesk or other similar support-related ticketing software
  • Strong troubleshooting and problem-solving skills
  • Excellent written and verbal communication skills
  • Experience managing a Help Center or user-facing documentation
  • Strong understanding of SQL and network operating systems

Benefits

  • Medical insurance
  • Dental insurance
  • Vision insurance
  • Short-term and long-term disability
  • Basic life insurance
  • 401(k) option
  • Flexible paid time off
  • Sick days
  • Paid holidays
  • Parental leave
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