Screencastify

Customer Support Advisor – Tier III

Screencastify

full-time

Posted on:

Location Type: Hybrid

Location: Chicago • Illinois • 🇺🇸 United States

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Salary

💰 $75,000 per year

Job Level

Mid-LevelSenior

About the role

  • Manage a ticket queue, including complex cases and Tier I escalations.
  • Review, resolve, or guide escalated tickets with clear next steps.
  • Handle time-sensitive or high-impact customer issues.
  • Investigate complex issues related to browser behavior, Chrome extensions, licensing, permissions, and integrations.
  • Determine root causes and when Engineering involvement is required.
  • Submit high-quality Jira tickets with clear documentation and reproduction steps.
  • Communicate technical findings and limitations clearly and empathetically to customers.
  • Provide technical guidance and subject-matter expertise to Tier I and Tier II advisors.
  • Share best practices and troubleshooting approaches informally.
  • Contribute to internal documentation and Help Center content to reduce repeat issues.
  • Surface trends, risks, and recurring issues with supporting examples.
  • Provide input on workflow and tooling improvements.
  • Support rollout and adoption of new processes defined by Support leadership.

Requirements

  • Bring 3-5+ years of experience in Customer or Technical Support within a SaaS environment.
  • Have experience managing ticket queues and handling escalations.
  • Are familiar with Zendesk, Jira, and knowledge base tools.
  • Know how to troubleshoot complex, web-based products with confidence.
  • Have collaborated closely with Engineering and Product teams to resolve issues and improve outcomes.
  • Are an excellent written communicator with strong customer empathy.
  • Bring experience supporting technology and Google Workspace-based tools (preferred).
  • Have contributed to documentation or process improvements (preferred).
Benefits
  • Competitive Compensation. We take a data-driven approach to our compensation strategy so all employees are paid competitively and fairly.
  • 401(k) & Annual Performance Bonus Opportunity. We want to invest in present you and future you, which is why we offer a 401(k) match + Annual Performance Bonus opportunity.
  • Flexible Time Off (FTO) Policy. We recognize that time off to rest and recharge is important. The Flexible Time Off Policy (FTO) is designed for our employees to do just that -- balance work and life while maintaining well-being.
  • Parental Leave. Generous paid time off for parents to bond with the newest addition to their family!
  • Medical, Dental, & Vision Insurance. We offer comprehensive health benefits, including medical, dental, and vision insurance. Plus, all employees receive a free One Medical membership.
  • Divvy Bike Membership. If you’re in Chicago, take advantage of an annual Divvy membership -- on us.

Applicant Tracking System Keywords

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

Hard skills
troubleshootingticket managementroot cause analysistechnical documentationSaaS supportbrowser behavior investigationcomplex issue resolutionprocess improvement
Soft skills
customer empathywritten communicationcollaborationguidanceproblem-solving