Customer Support Agent, Tier 2

Koronet

Customer Support TIER 2 handling advanced technical cases and collaborating with engineering teams in floral B2B software company. Documenting issues and improving internal processes in a remote environment.

Posted 5/5/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

JavaJavaScriptMySQL

About the role

Key responsibilities & impact

Handle advanced technical cases escalated by Tier 1 agents via chat, email, and internal tickets.
Perform in-depth troubleshooting using tools like Postman and technical languages such as Java, CSS, JavaScript, HTML, and MySQL.
Collaborate with engineering and product teams to resolve complex or persistent issues.
Document recurring issues and maintain internal knowledge bases.
Actively contribute to improving internal support processes and tools.
Guide Tier 1 agents when needed and share best practices with the team.

Requirements

What you’ll need

You have a degree in Computer Science, Software Engineering, or a related field.
You’re comfortable navigating technical environments and tools like Postman and HTML.
You’re excited to learn—not just about the platform, but about how the floral B2B industry operates.
You’re proactive in improving processes and eager to build internal tools when needed.
You have strong analytical and troubleshooting skills.
You communicate clearly and professionally, even when dealing with complex topics.
You’re organized, can juggle priorities, and have experience using tools like Salesforce Service, Jira, or other support platforms.

Benefits

Comp & perks

100% remote position with flexible working hours.
Direct mentorship and space to grow into a platform or product expert.
English classes and continuous learning support.
A collaborative and transparent environment where your ideas matter.
Competitive salary based on experience.
Full-time, indefinite-term contract.

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

JavaCSSJavaScriptHTMLMySQLtroubleshootingtechnical supportprocess improvementinternal tools developmentknowledge base documentation

Soft Skills

analytical skillscommunicationorganizationproactivitycollaborationbest practices sharingprioritizationguidanceproblem-solvingadaptability

Certifications

degree in Computer Sciencedegree in Software Engineeringrelated field degree