Customer Support Specialist II

Description

About Us

Procurement Partners builds easy-to-use software that lets healthcare organizations automate their purchasing, inventory management, invoicing, and payments processes. We help thousands of facilities, and their staff reduce their expenses and time spent procuring items so they can direct more time and effort toward caring for their patients and residents. Procurement Partners now includes both OnCare & Hybrent product lines, and we are the fastest-growing procure-to-pay software company in healthcare.

If you have a passion for technology, enjoy providing value to customers, and are looking for a company that will help you develop your career, we want to talk to you!

About The Role

As a Tier 2 Support Representative, you will play a crucial role in troubleshooting complex technical issues, resolving escalated cases, and improving customer experience. You will collaborate with Tier 1 support, engineering teams, and product managers to identify, diagnose, and resolve software challenges.

This role requires a growth mindset, strong problem-solving skills, and an ownership mentality to drive solutions and process improvements that enhance our customer support.

What You'll Do

• Provide advanced technical support to customers via phone, email, and chat, resolving escalated issues from Tier 1 support.
• Diagnose and troubleshoot complex technical problems related to software, hardware, and network connectivity.
• Perform root cause analysis to identify recurring issues and recommend long-term solutions.
• Collaborate closely with Tier 1 support to ensure effective knowledge transfer and seamless escalations.
• Document troubleshooting steps, resolutions, and best practices in the help desk ticketing system (Salesforce Service Cloud).
• Create and update knowledge base articles, technical documentation, and support guides to enhance self-service options for customers and internal teams.
• Participate in software testing, bug tracking, and feedback loops to improve product performance.
• Assist with software deployment, configuration, and maintenance to support customer success.
• Provide mentorship and training to Tier 1 support representatives to strengthen overall team capabilities.
• Ensure timely and effective resolution of customer issues while maintaining high levels of satisfaction.
• Act as a customer advocate by relaying feedback and improvement suggestions to internal teams.
• Stay current with company products, services, and industry best practices to continuously enhance technical expertise.
  
  

Requirements

What You'll Bring

• A growth mindset with a passion for continuous learning and process improvement.
• Strong problem-solving abilities with a logical and analytical approach to troubleshooting.
• A focus on accountability, taking initiative to resolve issues effectively and to completion.
• Associate degree in Information Technology, Computer Science, or a related field; or equivalent technical certifications and experience.
• 2+ years of experience in a technical support role, preferably at a Tier 2 or higher level.
• Proficiency in diagnosing and resolving issues related to operating systems (Windows, macOS, Linux), networking, and common software applications.
• Experience using help desk ticketing systems (e.g., Salesforce Service Cloud, Jira) and remote support tools.
• Strong written and verbal communication skills with the ability to explain technical solutions clearly.
• Familiarity with troubleshooting hardware components, peripherals, and software integrations.
• Ability to work independently and collaboratively in a fast-paced, customer-focused environment.
  
  

Procurement Partners Hiring Practice

We value diversity at Procurement Partners. The company will hire, recruit, and promote without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, pregnancy or maternity, veteran status or any other status protected by applicable law. We understand the importance of creating a safe and comfortable work environment and encourage individualism and authenticity in every member of our team.