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Tier 2 Call Centre Jobs (NOW HIRING)

Pavlov Media, Inc.

Call Center Lead, MDU

Champaign, IL · On-site

Call Center Lead Pavlov Media is seeking a driven Call Center Lead to oversee and support daily ... Collaborate with cross‑functional teams (NOC, Tier 2, Engineering, etc.) to resolve escalated ...

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Tier 2 Call Centre information

What is the difference between Tier 2 Call Centre vs Tier 1 Call Centre?

AspectTier 2 Call CentreTier 1 Call Centre
ResponsibilitiesHandling complex customer issues, technical support, troubleshootingManaging basic inquiries, providing general information, initial customer contact
Required SkillsAdvanced problem-solving, technical knowledge, communication skillsBasic communication, customer service skills
Work EnvironmentMore specialized, often technical or product-specificHigh-volume, general customer service setting
CredentialsOften requires technical certifications or experienceMinimal formal credentials needed

In summary, Tier 2 Call Centres handle more complex and technical customer issues compared to Tier 1 Call Centres, which focus on basic inquiries. Tier 2 agents typically require specialized knowledge or certifications, whereas Tier 1 roles are more general and entry-level.

What is Tier 2 in a call center?

Tier 2 in a call center refers to a higher level of technical support or customer service, where agents handle more complex issues that Tier 1 agents cannot resolve. These agents typically have specialized knowledge, troubleshooting skills, and access to advanced tools to resolve escalated customer problems efficiently.

What is a Tier 2 call centre agent job description?

A Tier 2 call centre agent handles more complex customer issues that cannot be resolved by Tier 1 agents. They require strong problem-solving skills, product knowledge, and often use customer relationship management (CRM) software to document interactions and solutions. These roles typically involve troubleshooting, technical support, and providing detailed assistance to ensure customer satisfaction.

What is a Tier 2 call centre customer service representative?

A Tier 2 call centre customer service representative handles more complex customer issues that cannot be resolved by Tier 1 agents. They typically have specialized knowledge, technical skills, and access to advanced tools to troubleshoot and resolve escalated problems efficiently.

What are popular job titles related to Tier 2 Call Centre jobs?

For Tier 2 Call Centre jobs, the most frequently searched job titles are:

Infographic showing various Tier 2 Call Centre job openings in the United States as of August 2026, with employment types broken down into 1% Locum Tenens, 1% As Needed, 78% Full Time, 14% Part Time, and 6% Contract. Highlights an 95% Physical, 1% Hybrid, and 4% Remote job distribution.

Operations Specialist II - Call Center

Meridian, ID • On-site

Aldridge Pite LLP
Legal Services • 501 - 1,000 employees
Learn more about Aldridge Pite LLPexternal

$15.75 - $19.75/hr

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Re-posted 16 days ago

Job description

Remote Work from Home!

Aldridge Pite, LLP is a multi-state law firm that focuses heavily on the utilization of technology to create work flow synergies with its clients and business partners. Aldridge Pite is a full-service provider of legal services to depository and non-depository financial institutions including banks, credit unions, mortgage servicing concerns, institutional investors, private firms, and other commercial clients. Aldridge Pite is dedicated to providing best-in-class representation across all of its Practice Areas through its unwavering subscription to three fundamental tenets: Partnership, Integrity, and Innovation.

Purpose:

The customer service representative is responsible for answering inquiries and obtaining information for clients, customers, and interested parties. The representative will also serve as a contact for the customer service inbox for general inquires and assist with client system administrative activities. 


Specific Duties and Responsibilities:

  • Hours 11:30 to 8:00PM EST
  • Answer telephone, screen and direct calls 
  • Provide foreclosure related information to callers
  • Review and respond to client requests in a professional and timely manner
  • Reply or forward general customer service emails
  • Communicate with team members and clients regarding inquiries within the client systems
  • Create/Delete/Reset Client system logins
  • Extensive communication with clients and borrowers via phone

Basic Requirements:

  • Associated Degree Required, Bachelor’s Degree Preferred
  • Law firm or call center experience preferred
  • Must possess excellent ability to communicate with all clients 
  • Knowledge of computers and relevant software applications
  • Knowledge of customer service principles and practices 
  • Professional Personal Presentation
  • Overall positive attitude and willingness to adapt to change
  • Must possess the ability to demonstrate a sense of urgency in appropriate situations

General Competency Factors: 

  • Must be proficient in software tools, including but not limited to Word, Excel, Outlook, and the Internet.
  • Must possess strong written and verbal communications skills.
  • Must provide excellent customer service to internal and external customers
  • Identifies and solves issues in a timely manner.
  • Must be a team player and willing to help others in their department whenever necessary.
  • Must be extremely organized and be able to multi-task.
  • Conscientious with respect to work completion, deadlines, time management and attendance.
  • Takes initiative in face of obstacles and identifies what needs to be done and takes action.
  • Demonstrates commitment to Firm’s vision, mission, and core values.
  • Analytical and detail oriented, while working at a fast pace and capable of multi-tasking.
  • Develops professional relationships and builds rapport with others.
  • Overall good work ethic and willingness to adapt to change.

In addition to remote work for most positions, we offer a comprehensive benefit program including:  

  • Company Paid Life and Disability Insurance plans 
  • Medical, Dental and Vision Plans with Prescription coverage
  • 401K Retirement Savings Plan
  • Flexible scheduling (within reason, depending on position)
  • Generous PTO plan for all full-time employees
  • Full equipment station at no cost for remote employees, including dual monitors
  • Employee Assistance Plan, offering free 24/7 counseling and consulting services to support emotional health and wellbeing
  • Wellness programs and employee discounts
  • Learning and development training opportunities for both personal and professional growth
  • And so much more!

Aldridge Pite, LLP is fully committed to Equal Employment Opportunity and to attracting, retaining, developing and promoting the most qualified employees without regard to race, gender, color, religion, sexual orientation, national origin, age, physical or mental disability, citizenship status, veteran status, or any other characteristic prohibited by federal, state or local law. We are dedicated to providing a work environment free from discrimination and harassment, and where employees are treated with respect and dignity.