Tier 2 Specialist (Non-voice)

Tier 2 Specialist (Non-voice)

Work Arrangement: Full Onsite

Schedule: Shifting / 24/7 Coverage

About the role

We are looking for an experienced and solutions-driven Tier 2 Specialist to join our customer support team. This is a senior-level non-voice support role for someone who is confident handling complex concerns, investigating issues independently, and taking ownership of escalated cases from start to resolution.

As a Tier 2 Specialist, you will be trusted to handle cases that require deeper investigation and sound judgment, including billing concerns, delivery issues, account-related cases, and sensitive customer interactions. You will work within established policies and support guidelines while having the autonomy to determine appropriate resolutions. Instead of simply passing complex cases to management, you'll be expected to take ownership, identify practical solutions, and escalate only when a situation genuinely requires further intervention.

Primary Support Channels

• Chat
• Email
• Support Tickets

Key Responsibilities

• Take ownership of and independently resolve escalated customer cases within established policies, guidelines, and authority limits.
• Thoroughly review customer accounts, transaction history, previous interactions, and case details to determine the most appropriate resolution.
• Conduct relevant follow-ups and ask targeted questions when information is incomplete, unclear, or requires additional investigation.
• Handle multiple concerns within a single customer interaction while maintaining accuracy, efficiency, and attention to detail.
• Professionally manage and de-escalate frustrated or dissatisfied customers, demonstrating empathy while working toward a suitable resolution.
• Communicate clearly, professionally, and empathetically through written channels while setting realistic expectations.
• Ensure all information provided to customers is accurate and verified, avoiding unauthorized commitments or unsupported resolutions.
• Follow established support playbooks and escalation procedures, while proactively identifying recurring concerns and potential opportunities for process improvement.
• Collaborate with Tier 1 and other internal teams to support efficient case resolution, proper escalations, and seamless handoffs.
• Work effectively within a 24/7 rotating shift environment and ensure clear and complete communication during shift transitions.
• Maintain detailed and accurate case documentation, including the customer's concern, investigation conducted, actions taken, resolution provided, and any necessary escalation.
• Strictly observe privacy, security, and confidentiality standards, including applicable HIPAA requirements when handling customer health information.

Qualifications:

• 3+ years of customer support experience, with non-voice experience being a MUST, particularly in email, chat, or ticket-based environments.
• Proven experience handling escalations, complex cases, and challenging customer concerns.
• Native-level English proficiency with excellent written and verbal communication skills.
• Strong critical thinking, analytical, and problem-solving skills, with the ability to make independent decisions and exercise sound judgment.
• Demonstrated ability to take ownership and accountability when managing sensitive customer concerns, confidential information, and system access