Customer Support Representative, Tier II

TeamBuilder

Customer Support Representative at healthcare SaaS company providing solutions to client support requests. Collaborating with teams to enhance customer success and adoption of the platform.

Posted 7/16/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in providing high-quality technical customer support, effectively managing client expectations, and utilizing tools like Zendesk to enhance user experience. Capable of collaborating with internal teams to improve support processes and documentation.

Highest-signal resume keywords

Technical Customer ServiceZendesk ExperienceSaaS Environment ExperienceTicket Processing WorkflowsCollaboration and Documentation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SupportHelp Desk SupportTechnical ExpertiseTicket ManagementProblem Resolution

Soft Skills

CommunicationExpectation ManagementFlexibility

Tools & Technologies

ZendeskTeamBuilder Platform

Certifications & Qualifications

Relevant Certifications

Industry Keywords

SaaSTechnical SupportCustomer Experience

About the role

Key responsibilities & impact

Provide high-quality, timely solutions to a variety of customer support requests, (typically Tier 1/2) responding to up to 40-50 tickets per day.
Manage customer expectations and provide clear, actionable resolutions while minimizing disruption to their business.
Adhere to ticket processing workflows, ensuring all issues are logged, prioritized and escalated as needed.
Share technical expertise with clients, guiding them through the use of TeamBuilder’s platform and promoting adoption of our learning and optimization tools.
Collaborate with internal teams to share best practices and contribute to the documentation and streamlining of support procedures.
Participate in shift coverage as required, ensuring client needs are met across time zones.

Requirements

What you’ll need

Ideally, 2-5 years of experience in technical customer service or a help desk role, preferably within a start-up SaaS environment.
Undergraduate degree preferred or equivalent work experience required.
Relevant certifications are a plus.
Some experience with computer programming or a help-desk background answering live chats and emails is desirable.
Use of Zendesk is preferred.
Ability to work remotely across multiple time zones, with flexibility to shift hours based on client demand and location.

Benefits

Comp & perks

Competitive compensation
Paid time off
Medical benefits
Potential for an annual performance bonus
Equity