Customer Support Specialist II

Job Description Summary

The Customer Support Specialist II handles standard operational processes under moderate supervision, applying working knowledge to tasks that occasionally require interpretation or deviation from standard procedures. Decisions are procedure-driven and have direct impact on team output. This job communicates information that may require explanation, and achieves results within defined oversight.

This job resolves a broader range of customer inquiries with increasing independence, handles moderate complexity contacts, and supports team consistency by sharing knowledge with newer staff.

Key Responsibilities

• Handle a high volume of inbound customer contacts across assigned channels, resolving standard and moderately complex inquiries.
• Apply working knowledge of products, billing practices, and service procedures to resolve issues with limited escalation.
• Communicate account information, plan details, and resolution steps clearly to customers, adapting explanations to audience needs.
• Document contacts and resolutions accurately and completely in the case management system.
• Identify recurring issues or process gaps and surface them to team leadership for review.
• Share knowledge with newly hired team members and support their onboarding on standard procedures.

Compensation Range

$17.10 to $25.65

The anticipated base salary range represents the Company's good-faith estimate of the compensation it reasonably expects to pay for this position at the time of posting. Actual compensation will be determined based on factors including experience, skills, qualifications, geographic location, internal equity, and business needs.