Fast Facts

The Senior Tier 2 Support Agent at Riverside Insights is responsible for addressing complex customer inquiries, mentoring peers, and continuously improving support workflows while maintaining high performance metrics.

Responsibilities: Key responsibilities include resolving customer tickets within SLA, mentoring peers, documenting quick-reference guides, and collaborating with other teams to enhance service delivery.

Skills: Strong problem-solving, communication, attention to detail, interpersonal, analytical, and a proactive mindset are essential for this role.

Qualifications: Preferred qualifications include experience in technical support and a proactive approach to improving customer service processes.

Location: This position is remote with up to 5% travel required for off-site team meetings.

Compensation: $50000 - $60000 / Annually

At Riverside Insights, the Senior Tier 2 Clinical Support Agent plays a pivotal role as a technical and process expert within the Clinical Support team. This position is dedicated to delivering exceptional service on the most complex customer inquiries while continuously improving support workflows and sharing best practices across teams. You will be a trusted escalation point, ensuring accuracy, speed, and empathy in every resolution. By leveraging your deep product expertise and problem-solving skills, you will help drive efficiency, mentor peers, and strengthen Riverside’s reputation for providing reliable, best-in-class technical support. 

In this role you will get to: 

• Achieve a Customer Service Performance Score (CSPS) of at least 90% across key performance metrics.
• Resolve at least 90% of assigned tickets within SLA timelines and maintain QA performance averages of 95%+.
• Mentor peers by hosting quarterly shadowing or troubleshooting sessions and supporting new Tier 2 agent onboarding.
• Partner with Leads and Training to identify skill gaps and enhance training modules with real-world examples.
• Document and share quick-reference guides for recurring technical scenarios. 
• Collaborate with CX Operations and Product teams to identify and implement workflow and system improvements. 
• Reduce Tier 3 escalations by at least 20% through root-cause analysis, documentation, and proactive knowledge sharing. 

Disclaimer 

The above statements describe the general nature and level of the work performed by people assigned to this work. This list does not cover all possible duties, tasks, or responsibilities. Riverside Insights may amend or change responsibilities to meet the needs of the business and organization as necessary. 

Requirements:

• Strong problem-solving skills to resolve customer issues effectively within SLA timelines. 
• Exceptional communication skills to provide clear and empathetic responses.
• High attention to detail to ensure accuracy and compliance with QA standards. 
• Ability to work efficiently under pressure and prioritize tasks to meet performance goals.
• Strong interpersonal skills to mentor peers and explain complex troubleshooting steps. 
• Analytical and critical-thinking skills to identify inefficiencies and propose solutions.
• Proactive mindset focused on continuous improvement and knowledge sharing. 

Physical Requirements 

• Remote
• Up to 5% travel for off-site team meetings
• May require stationary positions (sitting or standing) for extended periods
• Medical, Dental, and Vision plans
• Company paid basic life and AD&D insurance
• Company paid long-term disability 
• Paid Parental Leave
• Supplemental life insurance options   
• Company paid Employee Assistance Program (EAP)  
• Retirement plan with discretionary company matching   
• Flexible Spending Account (FSA) and Health Savings Account (HSA) options  
• Premium subscription to Calm for employee and dependents  
• 33 days of company paid time off (PTO, Holidays, Wellness Days)   
• Quarterly Focus Days
• Flexible work arrangements 
• Tuition Reimbursement Program 
• Company orientation and 30/60/90 Day Onboarding 

Compensation: A reasonable estimate of the base compensation range for this position is $50,000- $60,000 USD. This compensation range is specific to the United States and it incorporates many factors including but not limited to an applicant's skills and prior relevant experience and training; licensures, degrees, and certifications; internal pay ranges; and market data/range parameters.

Why Join Our Team?  At Riverside Insights, achieving real results for students and educators is more than talk – it's what we do. As we grow, so will you, offering the chance to expand your skills on an ambitious, solution-focused team. Join us in making great work possible, where your well-being and dedication to making an impact go hand in hand. If you're ready for an ambitious, collaborative environment, Riverside is the place for you. 

Riverside Insights is an Equal-opportunity Employer:  Riverside Insights provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. 

Our Commitment to Diversity & Inclusion:  At Riverside Insights, every employee has the right to a welcoming and inclusive workplace where their diverse backgrounds, experiences, and perspectives are valued and celebrated. 

Thank you for considering joining our growing team and our mission to help elevate potential globally! Please check out www.riversideinsights.com to learn more about our work.