Customer Support Specialist II

Envoy protects the places the world relies on most by unifying people, spaces, and communications in one secure, integrated workplace management platform and ecosystem. More than 16,000 workplaces around the world trust Envoy to run secure, compliant, and connected operations across every location. From manufacturing sites and data centers to life sciences labs, healthcare facilities, and corporate headquarters, Envoy unifies visitor management, risk assessment, mailroom management, digital signage software, resource booking, and emergency management into one integrated platform. With deep integrations across access control, identity, compliance screening, and collaboration tools—including LenelS2, Brivo, Genetec, Honeywell, Cisco Meraki, Okta, Microsoft Azure, Microsoft Teams, Slack, ServiceNow, DocuSign, Avigilon Alta, and Descartes Visual Compliance—Envoy helps organizations reduce risk, stay audit-ready, and operate with clarity at scale. Learn more at envoy.com http://envoy.com ABOUT THE ROLE The ideal candidate is a technically proficient and dedicated customer advocate capable of dissecting and resolving intricate customer queries; a self-starter driven by motivation to excel. This role suits someone eager to collaborate with various teams to identify, troubleshoot, and elevate customer concerns to our product and engineering teams. The ability to thrive in a dynamic, fast-paced setting, maintain meticulous attention to detail, and effectively influence cross-functional teams is essential. Working hours for this position are Monday - Friday with a start time of 11AM CDT, +/- 1 hour as needed. Envoy is currently in office 4x per week Monday through Thursday. YOU WILL - Own inbound customer communications via email and/or live chat from initial contact until resolution to make sure our customers – Envoy admins and/or their employees/visitors – are supported every step of the way; phone/screen-sharing support may be required. - Leverage advanced troubleshooting skills and deep product knowledge to resolve issues as quickly as possible; review, investigate, and resolve technical customer cases within the target SLAs - Develop an encyclopedia of knowledge about how Envoy works - our customers need help troubleshooting a wide range of issues across software, hardware (mobile devices, iPads and printers), wireless connectivity, and software products so we need to be ready for anything. - Provide a closed-loop feedback communication channel with internal partners through identifying and reporting trends in key difficulties that customers are experiencing - Absorb additional Support related tasks such as bug reporting, content development, and other initiatives across the team - Develop and document best practices to our internal knowledge base to enhance troubleshooting processes for the frontline team - Influence support processes and shape the tone of Envoy’s customer support on a team that spans time zones - Able to participate in a teamwide Sunday on-call rotation (2 hours in length) every 8-12 weeks YOU HAVE - BA/BS degree required or equivalent experience - 3+ years’ experience in a Customer Support/Experience function; hands-on experience in a technical support capacity; advanced troubleshooting (versus account management, trust & safety, and other general customer care) is required. - Prior B2B experience, with a strong understanding of business-client relationships and enterprise solutions; experience aiding customers using an Enterprise Software or SaaS solution - Experience with leveraging JIRA as an issue management platform to track and report on product issues - Experience with Intercom, Salesforce, Zendesk, or other CRM systems. - Ability to diagnose and recognize problem areas and collaborate with internal and external teams towards resolution - Outstanding technical communication - ability to explain complex challenges succinctly to both technical and non-technical audiences in primarily written channels. Excep