The Role

This role provides escalated technical support directly to CentralSquare's customers via phone, web, and/or email. The rep diagnoses problems, resolves questions, and troubleshoots escalated technical issues of increasing complexity. The role acts as a customer advocate on high-priority issues, drives Knowledge Base quality, and works under limited supervision following established procedures.

Job Duties Include:

• Provide internal and external user support for application issues of a technical nature.
• Collaborate with fellow support colleagues and other internal organizations to deliver superior customer service.
• Maintain regular, clear communication with customers on request status.
• Act as a customer advocate on high-priority issues — drive timely resolution and feed customer input back into process/product improvement.
• Use the Knowledge Base and AI to solve Cases in a timely manner.
• Keep KB content accurate; provide updates and feedback where needed.
• Create internal and customer-facing KB content.
• Review and publish draft content written by others.
• Anticipate customer needs and address concerns proactively.
• Handle difficult customer interactions and complex problems without supervisory intervention.
• Maintain poise and professionalism under pressure.
• Handle escalated calls/issues of increasing complexity.
• Troubleshoot technical issues of increasing complexity.
• Assist in training other Product Support team members.
• Meet or exceed department performance standards.
• Build strong working relationships with cross-functional teams.
• Work with customers to identify reported system defects.
• Work under limited supervision, following established procedures and guidelines.
• Perform all other duties as assigned.