Tier 2 Support Agent

About Us:

WiseStamp is the leading email signature management solution for companies and individuals, empowering over 1 million users worldwide to enhance their brand presence with every email they send. Our award-winning SaaS platform enables organizations to manage unique signature campaigns for entire teams from one place, turning email signatures into a powerful marketing tool.

With a continuous trajectory of growth, we take pride in being the driving force behind over 18K companies that use our product ensuring that they look their best in every email communication.

Job Description:

As a Tier 2 Support Agent at WiseStamp you will be crucial in providing our clients with advanced technical support. You will handle complex issues, prioritize tasks, and deliver outstanding customer service in a fast-paced environment. This position requires excellent communication skills, the ability to work effectively under pressure, and a strong understanding of email processes and IT systems.

Who you are

Soft Skills:

• +2 years of experience as Tier II in a SAAS company
• Exceptional customer service skills with a focus on providing a positive customer experience
• Ability to work under pressure and prioritize tasks effectively in a dynamic environment
• Organizational and service-oriented mindset with a keen attention to detail
• Strong client-facing and communication skills, with advanced troubleshooting and multitasking abilities
• Technical proficiency with computers, software applications, and phone systems
• Ability to thrive in a fast-paced, team-oriented environment

Technical Skills:

• Proficiency in IT skills and a strong understanding of email processes and protocols
• Familiarity with domains, Google Workspace, Outlook exchanges, and email/network integrations
• Experience with API integration and system integration between different platforms
• Customer service orientation and familiarity with CRM systems and practices

What you’ll do

• Provide Tier 2 technical support to clients via email, chat and phone including during US hours, Monday to Friday
• Resolve escalated technical issues related to email signatures, domains, Google and Outlook exchanges, and other IT-related queries
• Utilize your expertise in IT skills, email protocols, and system integrations to troubleshoot and resolve complex issues efficiently
• Liaison between support and R&D for escalated issues
• Demonstrate a customer-centric approach and ensure a high level of customer satisfaction through prompt and accurate responses
• Maintain up-to-date knowledge of WiseStamp's products, services, and integrations to deliver comprehensive support solutions
• Contribute to process improvements and knowledge sharing within the support team
• Sales enablement for our Sales department