Senior Tier II Customer Support Associate

Managing complex customer support requests, the full-time Senior Tier II Customer Support Associate will resolve escalations, billing disputes, and service order inquiries while delivering exceptional customer experiences in a remote environment. Key responsibilities Triage, investigate, and resolve complex Tier II customer support cases in accordance with service level expectations Serve as an escalation point for advanced customer inquiries and operational issues across multiple product and service lines Partner with internal departments and third-party vendors to coordinate issue resolution and ensure a positive customer experience Required qualifications High School Diploma or GED required; Bachelor's Degree or 2-4 years of telecommunications experience preferred Minimum of two years of customer service or customer support experience required Experience supporting telecommunications products, carrier services, or billing operations preferred Proficiency with Salesforce, including reporting and dashboard functionality, is a plus Continuous improvement mindset with a desire to identify operational efficiencies and process enhancements