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Tier Iii Customer Service Representative Jobs (NOW HIRING)

Applied Underwriters

Customer Service Representative

Omaha, NE · On-site

$15.25 - $20.75/hr

A performance outlier for over three decades, United Risk is a magnet for top-tier talent and has ... We are seeking a detailoriented Customer Service Representative (CSR) to support our multi-line MGA ...

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Tier Iii Customer Service Representative information

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How much do tier iii customer service representative jobs pay per hour?

As of Jul 29, 2026, the average hourly pay for tier iii customer service representative in the United States is $18.80, according to ZipRecruiter salary data. Most workers in this role earn between $15.38 and $20.91 per hour, depending on experience, location, and employer.

What are Tier III Customer Service Representatives?

Tier III Customer Service Representatives are highly skilled support professionals who handle the most complex and technical customer issues that cannot be resolved by lower-level support tiers (Tier I and Tier II). They often have specialized knowledge of the company's products, services, or systems and may work closely with engineering or development teams to resolve advanced problems. Their responsibilities can include troubleshooting technical issues, providing detailed solutions, and ensuring escalated customer cases are resolved efficiently. Tier III representatives play a crucial role in maintaining customer satisfaction for challenging or unique cases.

How does a Tier III Customer Service Representative typically collaborate with other teams to resolve complex customer issues?

As a Tier III Customer Service Representative, you’ll often work closely with product specialists, engineering, and quality assurance teams to resolve escalated customer issues that require in-depth technical knowledge. This collaboration may involve participating in cross-functional meetings, sharing detailed case notes, and coordinating troubleshooting efforts. Effective communication and documentation are key, as you will serve as the bridge between customers and internal experts to ensure timely and accurate resolutions. Regular feedback loops with other teams also help identify recurring issues and improve service processes.

What are the key skills and qualifications needed to thrive as a Tier III Customer Service Representative, and why are they important?

To thrive as a Tier III Customer Service Representative, you need advanced problem-solving skills, in-depth product knowledge, and experience in customer support, often supported by a relevant degree or technical background. Familiarity with CRM platforms, ticketing systems, and communication tools is typically required, and certifications in customer service or technical support can be advantageous. Strong communication, patience, and the ability to remain calm under pressure are standout soft skills in this role. These skills enable you to efficiently resolve complex customer issues, ensuring high satisfaction and maintaining company reputation.

What is the difference between Tier Iii Customer Service Representative vs Tier II Customer Service Representative?

AspectTier Iii Customer Service RepresentativeTier II Customer Service Representative
CredentialsHigh school diploma; basic customer service trainingHigh school diploma; additional training or certifications often preferred
Work EnvironmentCall centers, support desks, retail settingsCall centers, support desks, retail settings
ResponsibilitiesHandling complex customer inquiries, troubleshooting, escalationManaging routine inquiries, basic troubleshooting, data entry
Experience LevelMore experience required; problem-solving skillsEntry to mid-level; basic customer service skills

In summary, Tier Iii Customer Service Representatives handle more complex issues and require greater experience and training compared to Tier II representatives. They often manage escalated cases and provide advanced support, making their role more specialized within customer service teams.

More about Tier Iii Customer Service Representative jobs
What job categories do people searching Tier Iii Customer Service Representative jobs look for? The top searched job categories for Tier Iii Customer Service Representative jobs are:
Tier Iii Customer Service Representative jobs near you
Infographic showing various Tier Iii Customer Service Representative job openings in the United States as of July 2026, with employment types broken down into 78% Full Time, 19% Part Time, and 3% Contract. Highlights an 94% Physical, 1% Hybrid, and 5% Remote job distribution, with an average salary of $39,098 per year, or $18.8 per hour.

Tier 3 Customer Experience Technical Support Specialist

SumUp

El Paso, TX

Full-time

Re-posted 11 days ago

Job description

Tier 3 Customer Experience Technical Support Specialist

Location: El Paso, Texas - Office First

About the team

The Customer Experience organization at SumUp is the frontline for our merchants — and the Tier 3 Technical Support team is where the most complex challenges land. As our product portfolio grows across point-of-sale, kiosk, loyalty, and payment solutions, this team ensures that difficult technical issues get resolved quickly, without needing to escalate to Engineering. Hey

This role sits at the top of the CX support chain: you'll own the diagnosis and resolution of the hardest cases, reduce Engineering escalations through sharper troubleshooting and documentation, and act as the technical bridge between our CX teams and our product and engineering partners. If you're energized by complex problem-solving, enjoy making teams around you more capable, and want your work to have a direct impact on the merchants we serve — this one's for you.

What you'll do
  • Diagnose and resolve advanced technical issues across connectivity, hardware, integrations, and distributed systems — covering our full product surface including point-of-sale, kiosk, loyalty, and payment solutions
  • Identify recurring technical patterns across CX and partner with Learning & Development to build training programs that upskill Tier 1 and Tier 2 support teams
  • Create and maintain technical documentation, troubleshooting guides, and knowledge base articles that reduce repeat escalations
  • Track and analyze support trends using tools like Salesforce, Jira, and Gong to surface systemic issues and present monthly insights to Product and Engineering stakeholders
  • Serve as the primary CX liaison to Product, QA, and Engineering — attending roadmap sessions, contributing merchant insights, and participating in post-mortem reviews for critical incidents
You'll be great for this role if…
  • Strong hands-on knowledge of networking fundamentals including DNS, TCP/IP, VPNs, firewalls, and payment terminal connectivity, alongside experience with API troubleshooting, webhooks, and browser debugging.
  • Experience working in a highly technical support environment, ideally within SaaS, point-of-sale, payments, or a related technology field.
  • Proven ability to independently diagnose and resolve complex technical issues across hardware, software, and integrated systems.
  • Comfort creating training materials and facilitating technical knowledge-sharing sessions for non-technical audiences.
  • Analytical mindset with the ability to identify patterns and root causes from data, support metrics, and customer interactions — and translate those findings into clear, actionable recommendations.
Why you should join SumUp