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Tier II Customer Technical Support Specialist (US Remote Work Options Available)

June 26, 2026

This position will allow the Tier II Customer Technical Support Specialist to be a key contributor within multiple areas of a technical based rapidly growing company. The candidate must possess strong interpersonal communication skills and a strong work ethic. The individual must be flexible and have the ability to multitask. This position will be required to work with to resolve customers' advanced product related issues, focusing on assisting customers with complex technical inquiries related to our software and hardware applications. This position will also serve as a mentor for Tier I Support and a liaison between Tier I and Tier III support helping to streamline the support process. The essential duties and responsibilities for this role include: <ul><li>Technical Support: </li><ul><li>Provide expert-level technical support to customers via phone and ticketing system. </li><li>Troubleshoot and resolve complex issues related to our software and hardware, including installation, configuration, and usage. </li></ul><li>Customer Assistance: </li><ul><li>Assist customers in understanding application functionality, features, and best practices. </li><li>Ensure customers' inquiries and issues are addressed promptly and effectively. </li><li>Communicate effectively with large research and clinical trial customer base/teams. </li><li>Follow GCP (Good Clinical Practice) and PHI policies throughout client communications and work activities. </li></ul><li>Escalation Management: </li><ul><li>Collaborate with Tier I support to receive, prioritize, and escalate support requests when necessary. </li><li>Work closely with Tier III or development teams for advanced issue resolution. </li><li>Discover, identify, and escalate trending issues. </li></ul><li>Documentation and Knowledge Sharing: </li><ul><li>Achieve a high level of product domain and technical knowledge and act as a product SME. </li><li>Create and maintain comprehensive documentation for common technical issues and solutions. </li><li>Routinely share knowledge with team members to enhance overall support capabilities. </li><li>Maintain detailed records of customer interactions, support activities, and resolutions. </li></ul><li>Team Leadership: </li><ul><li>Train and mentor a team of Tier I Customer Technical Support Specialists. </li><li>Foster a collaborative and learning-oriented team environment. </li></ul></ul>Work Activities Include: <ul><li>Ensure customers' inquiries and issues are addressed promptly and effectively. </li><li>Maintain customer records, using automated systems. </li><li>Perform a wide variety of duties to assist customers by answering questions, providing information, and interacting with other departments as required. </li><li>Developing constructive and cooperative working relationships with others, and maintaining them over time. </li><li>Collaborate with Tier I support to receive, prioritize, and escalate support requests when necessary. </li><li>Work closely with Tier III or development teams for advanced issue resolution. </li><li>Update the support internal knowledgebase and providing focused trainings to the support team on trending issues and topics. </li><li>Troubleshoot and resolve complex issues related to our software applications, including installation, configuration, and usage. </li><li>Assist customers in understanding application functionality, features, and best practices. </li><li>Developing specific goals and plans to prioritize, organize, and accomplish your work </li><li>Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail </li><li>Protecting PHI and client data in all forms of communication with external audiences </li><li>Take on the more technical support tickets/issues </li><li>Assist and mentor Tier I Software Support Specialists on advanced technical product topics. </li><li>Act as a backup to Customer Technical Support management. </li><li>Rotational On-Call support during non business hours. </li><li>Other duties as assigned. </li></ul>All responsibilities are to be performed in accordance with the Ametris core values, standards, policies, and procedures. As an equal opportunity employer, all employment at Ametris is governed without regard to, nor influenced by, race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. Requirements The ideal candidate will have: <ul><li>Required Qualifications</li><li>2-5 years experience in customer support or technical support, with a focus on Tier II or advanced support. </li><li>Ability to defuse difficult or irate callers </li><li>Adept in critical thinking/problem-solving skills </li><li>Exceptional verbal and written communication skills </li><li>Strong technical troubleshooting and problem-solving skills. </li><li>Knowledgeable in Windows and Microsoft Office </li><li>Experience in SalesForce and/or Desk.com (or other similar CRM/ticketing system) is a plus </li><li>Familiarity with SQL and scripting languages is a plus. </li></ul>Educational Requirements Required: <ul><li>Bachelor's degree in computer science, information technology, or a related field (or equivalent experience) preferred but someone with equivalent experience could be considered. </li></ul>Benefits At Ametris, we do our best to offer benefits and a work environment that is positive, fun, and tailored towards the needs and feedback of our team members. We do so by offering: <ul><li>A casual "dress-code" environment</li><li>A family-oriented and collaborative workplace</li><li>Paid time off (including paid time off for your birthday)</li><li>And a very generous suite of benefits including: medical, dental, vision, basic/life accidental, short/long term disability, identity theft, 401K (plus a match), and supplemental insurance options</li></ul>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...