Job Description
Job Description
Tier 2 Technical Support Specialist (Zendesk)
Location: Memphis, TN (Hybrid TueThu onsite, Mon & Fri remote)
Employment Type: Full-Time or Contract-to-Hire
Overview
A growing technology company is seeking a Tier 2 Technical Support Specialist to join its customer success team. This role is ideal for someone with strong hands-on experience using Zendesk and a passion for helping external customers solve technical challenges. As a critical member of the support organization, youll troubleshoot platform issues, support product integrations, and contribute to process improvements while working in a hybrid environment based in Memphis, TN.
Responsibilities
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Manage and resolve complex technical support tickets using Zendesk
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Troubleshoot customer issues involving data, platform functionality, integrations, and system configuration
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Guide customers through account setup, permissions, and workflows
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Provide support related to ERP integrations, eCommerce features, checkout issues, and API-related functions
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Collaborate with product and engineering teams to investigate recurring issues and implement solutions
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Assist in testing product features and documenting support procedures
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Deliver user training and maintain knowledge base articles
Required Skills
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12+ years of experience in technical support, preferably with a SaaS or cloud-based product
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Proficient in Zendesk (ticketing, knowledge base, admin-level capabilities)
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Experience providing direct support to external clients or customers
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Comfortable working across multiple operating systems (Windows, macOS, Linux)
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Strong troubleshooting skills, attention to detail, and clear communication
Preferred Qualifications
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Familiarity with REST or SOAP APIs
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Background supporting SaaS platforms or eCommerce environments
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Exposure to scripting or web technologies (e.g., SQL, HTML, JavaScript)
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Bilingual (English/Spanish) is a plus
How to Apply
To be considered for this opportunity, please submit your resume for confidential review. Qualified candidates will be contacted promptly for next steps.