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Tier 2 - Support Specialist

Odaseva· CSG – Support
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Hybrid (New York, NY)$90k - $100kfull-timePosted 3mo ago

About the role

Odaseva provides enterprise data management and security solutions. The role is to deliver world-class Tier 2 support, handling inquiries, technical issues, and customer interactions to ensure a valuable and memorable experience.

Responsibilities

  • Respond to support tickets and inquiries through phone, e-mail, and live chat
  • Handle escalated cases by working cross-functionally with but not limited to R&D, Product, CSM
  • Diligently work with customers by providing regular updates to tickets and open issues
  • Communicate closely with Support tier 1 and 3 to troubleshoot and resolve issues
  • Work with our Managed Backup Services team to implement, monitor, optimise our backup plans
  • Assist with QA regarding bugs and new features, consistently test functionality of the platform
  • Assist in managing the knowledge base to help clients find answers to frequently asked questions
  • Be passionate about making our customers happy
  • Be open to wearing multiple hats with a readiness to support all members of the Odaseva team

Qualifications

  • 6+ years of experience resolving technical issues for clients in a support environment ideally for a SaaS company
  • Background in establishing and building lasting customer relationships and/or customer support experience
  • Ability to multitask between calls, emails and open cases to resolve issues
  • Ability to thrive under tight deadlines
  • Ability to work in a diverse team environment
  • Comfortable presenting ideas internally and to client stakeholders
  • Excellent time and priority management skills
  • Excellent communication skills
  • Salesforce certifications
  • Full professional proficiency in English.

Skills

Required:Customer supportCommunicationMultitasking
Last updated Oct 21, 2026. Interested? Apply on the company site.

About Odaseva

Salesforce Data Security & Management for Enterprises

Odaseva enterprise data security platform protects Salesforce data, ensures business continuity, and helps meet compliance requirements. Get a demo today.

Data SecurityData ManagementComplianceEnterprise Data Platform
Company profileWebsite

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