Technical Support Specialist II

The Opportunity

At InCharge Energy, we pride ourselves on providing exceptional technical support to our customers and internal teams. We're looking for a Technical Support Specialist, Tier II to serve as the first escalation point for complex technical issues. This role is critical in delivering top-tier support, validating escalations, and ensuring resolution of technical problems across our hardware and software ecosystem. The right candidate will be highly collaborative, technically savvy, and committed to a seamless customer experience.

What You’ll Do

Customer Support & Case Management

• Serve as the primary escalation point for Tier 2 support and customer technical issues
• Communicate professionally via phone, email, and ticketing systems
• Validate and troubleshoot reported issues before escalating to the NOC, Product, or Engineering teams
• Ensure thorough documentation and follow-up on escalated cases

Technical Troubleshooting & Escalation

• Conduct in-depth diagnosis of hardware, software, and network-related issues
• Use browser developer tools and system knowledge to walk customers and team members through problem resolution
• Coordinate with internal teams and third-party vendors to ensure issues are resolved efficiently
• Participate in escalation calls and monitor high-priority sites as needed

Documentation & Internal Resources

• Accurately log all interactions and resolutions in the ticketing system
• Create and maintain internal documentation, including knowledge base articles and escalation guides
• Identify and report recurring issues to help improve product performance and user experience

Professional Development & Internal Collaboration

• Participate in ongoing training sessions to stay current with system updates and internal workflows
• Engage with internal teams to continuously improve customer support practices

Your Experience & Capabilities

Experience

• 2+ years of experience in a technical customer support role, providing remote troubleshooting and issue resolution for hardware, software, or network-related problems in a fast-paced, customer-facing environment

Technical Knowledge

• Familiarity with computer systems, browser-based tools, and basic networking concepts
• Experience troubleshooting across multiple operating systems, especially Windows and MS Office products
• Working knowledge of Salesforce case management and workflow processes
• Comfort using browser developer tools for diagnostics

Communication & Problem-Solving

• Excellent written and verbal communication skills
• Ability to explain technical issues clearly to non-technical users
• Strong analytical thinking and ability to problem-solve with minimal information

Customer Orientation

• Patience, empathy, and a customer-first attitude
• Proactive follow-through on customer requests and escalated cases

Physical and Environmental Demands

• This is a full-time, in-office role with standard weekday hours; occasional evening or weekend shifts may be required based on business needs
• Work is primarily performed at a desk and requires prolonged periods of sitting and computer use
• Must be comfortable using a computer, phone, and standard office equipment for extended periods