Position Summary: The Customer Support Specialist II provides support and assistance to customers who encounter software, hardware, or network issues. This role involves troubleshooting problems, resolving customer issues, and providing guidance to ensure efficient and effective use of products or services. Customer Support Specialists play a critical role in maintaining customer satisfaction, resolving customer challenges, and enhancing the overall user experience. Essential Duties and Responsibilities: The essential functions include, but are not limited to the following: o Provide first-level contact and convey resolutions to customer issues. o Troubleshoot basic product or service issues and provide clear solutions. o Escalate complex issues to senior team members or technical specialists when necessary. o Document customer interactions, issues, and resolutions in the support system. o Serve as a communication link between customers and key internal teams. o Proactively follow u