Tier 2 Support Specialist Jobs

If you shop online (and who doesn’t these days?), then chances are you’ve already interacted with Yotpo. We’re a leading eCommerce retention marketing platform, on a mission to help brands of all sizes turn one-time shoppers into customers for life. Loyalty programs, SMS and email marketing, subscriptions, and reviews are our bread and butter, but we have more solutions up our sleeve, too.
We have teams across the world, including the US, Canada, UK, Israel, Bulgaria, and Australia — and we’re still growing. Our primary goal is to deliver the best technology in the industry.
You can hear all about it in our latest brand video.
Sounds exciting? Then read on, because we’re in pursuit of the best and the brightest minds to help us achieve our vision.
Yotpo is looking for a tech-oriented Tier 2 Support Specialist. If you are an individual who thrives in a fast paced environment, takes ownership, is tech-savvy, and loves client interactions – we’re waiting to hear from you!
Tier 2 is handling escalated inquiries from our global tier 1 team and will be conducting troubleshooting to provide solutions or escalate to our R&D department. This role requires knowledge of web technologies (HTML, CSS, Javascript), SQL, and customer facing skills. In addition, tier 2 is responsible for training and knowledge writing for our global tier 1 agents.
We are looking for a strong team player who likes to investigate, is eager to learn from our experienced team members, and has a strong sense of responsibility.
Responsibilities:

• Conduct training sessions for Tier 1 agents
• Act as a knowledge focal point within support
• Accompany new releases and make sure support agents are familiar with them and have the tools to address issues related to them
• Create and update knowledge base articles used by Tier 1 agents
• Handle Tier 2 cases quickly and efficiently
• Act as a focal point for communication with the R&D and product teams

Requirements:

• Strong analytical and troubleshooting capabilities
• Ability to handle and escalate issues following internal procedures
• Experience with SQL and web technologies such as CSS, HTML, Javascript
• Ability to communicate effectively with customers via email, chat, or phone
• 2+ years of experience in Technical Support

Bonus points for:

• Experience in fast growing tech startup / B2B SaaS / e-commerce
• Knowledge of API

If you don’t meet 100% of the qualifications outlined above, that’s okay! We believe in hiring people, not just skills. If you have a passion to learn and are excited about eCommerce and technology, then we want to hear from you.
About Yotpo - Canada:

• Meet some of our Toronto team: An Mai, Amen Obano, Darien Luu
• 100% coverage of additional benefits programme.
• Wellness and philanthropic programming and events.
• Company sponsored RRSP matching.
• Equity in options.
• Once we open an office space locally, we expect to work in a hybrid capacity.
• Individualized career development, rewards and recognition.

Yotpo’s employee-centric culture has consistently earned us coveted spots on Built In’s Best Places to Work lists in both NYC and Austin over the years. Directly inspired by employee feedback, we create opportunities to bring our teams together. Yotpo programming includes team events, educational fireside chats, end of year celebrations, affinity groups and partnerships.
Yotpo is for everyone, and we’re committed to anti-racist work. We welcome and employ people regardless of race, color, gender identity, religion, genetic information, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status. We are proud to be an equal opportunity employer, a place where your voice is heard and your perspective is encouraged. Come join us and help us build a global company where we're all proud to belong.