Level 2 Customer Support Representative
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Job Description
Level 2 Customer Support Representative at GovAssist managing high-priority cases and assisting Level 1 CSRs. Contributing to process improvements and operational testing in a remote setting.
Responsibilities:
- Handle VIP and/or Interview simulations (if a US Visa specialist), special Passport clients (if a US Passport specialist), and/or any high-priority clients from other products, ensuring exceptional service delivery
- Manage complex escalations from L1 CSRs, escalating to CSM only when operational intervention is required
- Act as a point of escalation for Level 1 CSRs via the Support channel (Slack or other platforms), offering guidance on tricky or unclear tickets
- Proactively shadow and follow up on assisted tickets to ensure Level 1 CSRs have implemented recommendations properly
- Test and assist in servicing new products and services, collaborating with relevant teams to ensure operational readiness
- Contribute to the development of macros, procedures, and internal documentation based on testing results and product insights
- Report process inefficiencies, agent errors, or system issues to the appropriate manager, offering actionable recommendations
- Support with payment processing for specific products as assigned, ensuring accuracy and compliance
- Collaborate closely with managers and cross-functional teams on product-related matters and process testing
- Take on additional product or ticket-level tasks as needed to support Support team objectives
Requirements:
- Minimum 8 months as a GovAssist team member, with specialization in at least one product and working knowledge of others
- Consistent Quality Assurance score of 92% or higher
- Highly detail-oriented with strong analytical and problem-solving skills
- Skilled at spotting inefficiencies and confidently recommending process improvements
- Strong organizational skills
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