About the Role
As a Customer Support Agent Tier 2 at Koronet, your work will go far beyond resolving support tickets. You will become a go-to expert on how our platform works under the hood—diving deep into technical troubleshooting, contributing to better internal tools, and helping drive continuous product improvement.
What you will do
- Handle advanced technical cases escalated by Tier 1 agents via chat, email, and internal tickets.
- Collaborate with engineering and product teams to resolve complex or persistent issues.
- Document recurring issues and maintain internal knowledge bases.
- Actively contribute to improving internal support processes and tools.
- Guide Tier 1 agents when needed and share best practices with the team.
What we expect from you
- You have a degree in Computer Science, Software Engineering, or a related field.
- You’re comfortable navigating technical environments and tools like Postman and HTML.
- You’re excited to learn—not just about the platform, but about how the floral B2B industry operates.
- You’re proactive in improving processes and eager to build internal tools when needed.
- You have strong analytical and troubleshooting skills.
- You communicate clearly and professionally, even when dealing with complex topics.
- You’re organized, can juggle priorities, and have experience using tools like Salesforce Service, Jira, or other support platforms.
What We Offer
- 100% remote position with flexible working hours.
- Direct mentorship and space to grow into a platform or product expert.
- English classes and continuous learning support.
- A collaborative and transparent environment where your ideas matter.
- Competitive salary based on experience.
Why Join Koronet
- Integral and Remote-First: Work with a diverse team across the Americas and Europe, with flexibility to work from anywhere.
- Ownership Culture: We foster an environment where each team member takes ownership and is empowered to contribute to the company's success.
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