Tools used to identify the root cause of the issue: While researching a support ticket for ShipHero, we used a number of technologies in the Tier 2 team. Among these tools were including but not limited to CSV lists, spreadsheets, Store platform, and shipper APIs, Graph QL information, XML, and Webhooks. We would also run queries in the MySQL database

Problem-Solving Abilities: When a Tier 1 customer service representative would have a customer issue that they could not resolve they would send the case to our team. Through teamwork and being able to communicate with engineering we would solve the problems or create an engineering ticket in Jira to solve a problem

Customer-Centric Approach: The customer was our main focus. Even in Tier 2, we would communicate directly with the customer. We would listen extensively to the issue they were having and develop key questions to ask. The key questions along with our research would help us to determine if the issue was user-related or a bug in the system.

Advanced troubleshooting and advanced Technical Knowledge are key to any SaaS customer support team.