Customer Support Representative, Level 2
Foxit
full-time
Posted on:
Location Type: Hybrid
Location: Fremont • California • United States
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About the role
- Serve as a Tier 2 technical support escalation point, resolving complex product, configuration, and deployment issues.
- Manage customer escalations, including difficult or hostile interactions, with professionalism and confidence.
- Support enterprise customers with large environments (thousands of licenses).
- Lead or participate in extended customer meetings (up to 2+ hours), including troubleshooting sessions, demos, and Q&As for large user groups.
- Run or assist with product demos, training sessions, workshops, and seminars (preferred).
- Document cases thoroughly and follow escalation SOPs, ensuring proper due diligence when involving higher-tier teams.
- Collaborate closely with internal teams to troubleshoot issues and brainstorm solutions.
- Adapt quickly to changing priorities and multitask effectively.
- Act as a point of contact for multiple departments on escalations and procedural questions.
Requirements
- Proven technical support experience (required).
- Strong verbal and written customer communication skills.
- Experience handling escalations and complex customer scenarios.
- Ability to present technical information clearly to both technical and non-technical audiences.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
technical supporttroubleshootingproduct demosconfiguration managementdeployment issuescase documentationescalation procedurescustomer trainingworkshopsseminars
Soft Skills
customer communicationprofessionalismconfidencemultitaskingadaptabilitycollaborationproblem-solvingpresentation skillsinterpersonal skillsconflict resolution