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Koronet · 1 month ago

Customer Support Agent TIER 2

United States

Full-time

Hybrid

Mid Level

Koronet is a leading software company specializing in vertical software and B2B e-commerce solutions for the floriculture industry. The Customer Support TIER 2 role involves advanced technical troubleshooting, collaboration with engineering teams, and contributing to internal process improvements while providing support to Tier 1 agents.

FlowersSaaSSoftware

Responsibilities

Handle advanced technical cases escalated by Tier 1 agents via chat, email, and internal tickets

Perform in-depth troubleshooting using tools like Postman and technical languages such as Java, CSS, JavaScript, HTML, and MySQL

Collaborate with engineering and product teams to resolve complex or persistent issues

Document recurring issues and maintain internal knowledge bases

Actively contribute to improving internal support processes and tools

Guide Tier 1 agents when needed and share best practices with the team

Qualification

Technical troubleshootingPostmanJavaMySQLHTMLJavaScriptSalesforce ServiceJiraAnalytical skillsProactive mindsetCommunication skillsOrganizational skills

Required

You have a degree in Computer Science, Software Engineering, or a related field

You're comfortable navigating technical environments and tools like Postman and HTML

You're excited to learn—not just about the platform, but about how the floral B2B industry operates

You're proactive in improving processes and eager to build internal tools when needed

You have strong analytical and troubleshooting skills

You communicate clearly and professionally, even when dealing with complex topics

You're organized, can juggle priorities, and have experience using tools like Salesforce Service, Jira, or other support platforms

Benefits

100% remote position with flexible working hours.

Direct mentorship and space to grow into a platform or product expert.

English classes and continuous learning support.

A collaborative and transparent environment where your ideas matter.

Competitive salary based on experience.

Full-time, indefinite-term contract.

Global and Remote-First: Work with a diverse team across the Americas and Europe, with flexibility to work from anywhere.

Ownership Culture: We foster an environment where each team member takes ownership and is empowered to contribute to the company's success.

Growth & Development: We support continuous professional growth and offer financial assistance for technical certifications and other learning opportunities.

Compensation: Competitive salary and an indefinite contract, with salary negotiable based on experience.