Support Technician Tier 2 / Pro

Job Summary:The Support Technician (Pro T2) will provide service and technical support for customers and consumers as a part of the Pro Technical Support department.Duties/Responsibilities:Provide solutions via excellent customer service and technical support, following established company practices and guidelines.Participate in company-provided training to gain necessary competencies in customer service and technical support.Conduct service engagements through chat, phone, email, and other guided online experiences.Leverage technical documentation, training, and industry research to perform duties.Mentor junior members; prioritize setting an example of service for others.Take detailed direction from leadership through remote communication over Slack, email, video calls, and similar services conducive to remote work.Practice detailed database management relative to service engagements, including making specific written notes and records, and recording interactions with customers, consumers, and other business partners as assigned.Represent the company brands with business-positive language and attitude.Performs other related duties as assigned.