Customer Service Representative; Level 2

Customer Service Representative (Level 2/3)

About Route Genie

Route Genie is a modern, all-in-one software platform designed for medical transportation providers. We help businesses streamline and automate routing, scheduling, dispatching, billing, and fleet management—empowering them to reduce costs, improve on-time performance, and deliver better service to their customers and communities.

In this role, you’ll play a critical role in ensuring customer success and operational efficiency by serving as an escalation point for complex technical issues related to Route Genie’s SaaS platform and operational systems. This position combines high-level customer service with a strong foundation in system analysis, focused on resolving technical support tickets, enhancing system functionality, and providing expert user guidance.

This is an onsite position located in Buffalo, NY, (Monday–Friday) with flexible core business hours and work from home days. The salary range is $19.00 - $24.00 per hour based on experience.

What You’ll Do

• Serve as the primary point of contact for complex customer support requests, triaging and resolving Tier 2 and escalated issues via the help desk ticketing system.
• Track, prioritize, and follow up on high-priority tickets to ensure timely resolution and a positive end-user experience, adhering to Service Level Agreements (SLAs).
• Support operational teams by configuring, maintaining, and troubleshooting customer-facing business systems and SaaS tools to ensure optimal functionality.
• Gather and document customer pain points and system functionality gaps, translating them into clear requirements for internal process or configuration improvements.
• Provide expert user support, training, and guidance on operational tools and infrastructure, assisting with system access and configuration management.
• Coordinate directly with internal product teams and external vendors for bug escalations, license management, and deeper technical support on system integrations.
• Document resolution steps and create customer-facing knowledge base articles, procedures, and internal technology documentation.

What We’re Looking For

• Strong problem-solving skills with a proven ability to diagnose and resolve complex technical issues related to enterprise business systems.
• Demonstrated experience working with SaaS platforms, databases, or operational software environments in a dedicated support capacity.
• Experience with Customer Relationship Management tools (e.g. Salesforce) and ticketing/workflow management tools (e.g. JIRA). Ability to seamlessly work through and automate processes in these tools.
• Excellent verbal and written communication skills with the ability to work effectively across technical and non-technical customer and internal teams.
• Detail-oriented with strong organizational and documentation skills, particularly for tracking ticket life cycles and creating knowledge documentation.
• Ability to manage a high-volume queue of tickets and prioritize competing customer needs
• Experience in logistics, routing software, or technology-driven operations is nice to have.
• Bachelor’s degree in Information Systems, Business, Communications, liberal arts and sciences or a related field, or equivalent practical experience in an advanced support or analyst role.

Why You’ll Love Working Here

• Impactful Mission: Help expand access to healthcare transportation by powering the technology behind it.
• Technical Challenge :
  Lead the modernization of a mission-critical platform that customers love and shape its next era.
• Customer‑First Approach :
  From initial implementation through long‑term support, our team builds solutions to support our customers for the long term.
• Proven Results, Fast Innovation: Our platform empowers customers to complete more trips with the same fleet, cut down on no-shows, and improve billing accuracy. We are continuously innovating and investing in our platform so our customers can improve their operations
• Culture of Collaboration & Improvement: You’ll work alongside a team of passionate problem-solvers who share knowledge freely, celebrate wins together, and push each other to do their best work.
• Room to Grow: At…