Customer Support Representative

The Technical Customer Support Representative II provides intermediate-level technical support and customer assistance via phone, email, and chat. This role supports customers with product installation, configuration, troubleshooting, maintenance, and general product usage while delivering a high-quality customer experience.

The incumbent applies strong product knowledge, sound judgment, and problem-solving skills to resolve issues efficiently, escalate complex cases as needed, and support continuous product improvement. This position works under moderate supervision and has attained full proficiency within a defined area of responsibility.

This role supports the organization’s core objectives, including safe and responsible diver acquisition and retention, member growth, financial sustainability, and global alignment.

(Other duties may be assigned)

• Diagnose and identify root causes of customer-reported issues using internal systems, customer data, and collaboration with cross-functional teams.
• Provide real-time troubleshooting support during customer interactions and submit service requests to Product & Technology teams when escalation is required.
• Coordinate follow-up with customers when issues cannot be immediately resolved, setting clear expectations and timelines.
• Educate customers on alternative solutions or workarounds while issues are under review.
• Partner with Product teams to provide user SQA testing feedback in support of product and project development.

• Deliver a high-quality customer experience by actively listening, asking clarifying questions, and accurately assessing customer needs.
• Build customer loyalty through timely and effective follow-up on service requests and issue resolution.
• Monitor and communicate service request status using tools such as Zendesk and Salesforce.
• Serve as an advocate for members and customers by escalating trends or recurring issues to senior team members or relevant departments as appropriate.
• Respond to member and consumer inquiries related to eLearning, eCards, online accounts, application status, and related services.

• Accurately document customer interactions, including inquiries, actions taken, and outcomes, in designated systems.
• Manage assigned workflows, service queues, and membership or student accounts to meet established service levels.
• Review, coordinate, and process service requests across all membership levels in a timely manner.
• Provide daily reports on assigned processes and performance metrics, as directed.

• Support departmental workload fluctuations, including ticket management, processing, filing, image verification, callouts, and email support.
• Participate in training and continuous learning to maintain proficiency in tools, systems, and products.
• Maintain strict confidentiality regarding sensitive customer and employee information.
• Adhere to all company policies and procedures, including those outlined in the PADI Employee Handbook.

• High school diploma or General Education Degree (GED) required.
• Minimum 1 year of customer service and technical support experience, or an equivalent combination of education and experience.

• Demonstrated analytical skills to diagnose technical issues and determine appropriate resolutions.
• Ability to clearly document technical issues, findings, and resolutions.
• Proficiency in troubleshooting digital products, applications, and systems.
• Working knowledge of Microsoft Office applications.
• Experience using Zendesk and Salesforce preferred.

• Ability to read, analyze, and interpret business documentation, technical procedures, and regulations.
• Ability to draft reports, business correspondence, and procedural documentation.
• Ability to communicate effectively with customers, managers, and cross-functional partners.
• Fluency in a second language is a plus.

• Ability to apply common-sense understanding to carry out detailed instructions in written, oral, or diagram…