Customer Support Agent TIER 2

About Us:

Koronet is the leading software company for vertical software, B2B e-commerce, and payment solutions within the floriculture industry. Our solutions include multiple ERP SaaS offerings and an e-commerce platform that enables end-to-end transactions across the B2B supply chain. Our mission is to become the most widely used system for the global floriculture supply chain. The company is backed by Radian Capital, a New York City-based equity fund with over $1 billion in assets under management.

Axerrio represents Koronet’s European software and e-commerce solutions. The Axerrio team focuses on rapidly growing its market share among flower and plant trading companies with a small but expanding team. Our products include a SaaS ERP, a B2B e-commerce solution, and procurement management tools. Every day, thousands of users rely on our systems to run their businesses.

About the Role

As a Customer Support TIER 2 at Koronet, your work will go far beyond resolving support tickets. You will become a go-to expert on how our platform works under the hood—diving deep into technical troubleshooting, contributing to better internal tools, and helping drive continuous product improvement.

What you will do

• Handle advanced technical cases escalated by Tier 1 agents via chat, email, and internal tickets.
• Perform in-depth troubleshooting using tools like Postman and technical languages such as Java, CSS, JavaScript, HTML, and MySQL.
• Collaborate with engineering and product teams to resolve complex or persistent issues.
• Document recurring issues and maintain internal knowledge bases.
• Actively contribute to improving internal support processes and tools.
• Guide Tier 1 agents when needed and share best practices with the team.

What do we expect from you:

• You have a degree in Computer Science, Software Engineering, or a related field.
• You’re comfortable navigating technical environments and tools like Postman and HTML.
• You’re excited to learn—not just about the platform, but about how the floral B2B industry operates.
• You’re proactive in improving processes and eager to build internal tools when needed.
• You have strong analytical and troubleshooting skills.
• You communicate clearly and professionally, even when dealing with complex topics.
• You’re organized, can juggle priorities, and have experience using tools like Salesforce Service, Jira, or other support platforms.

What We Offer

• 100% remote position with flexible working hours.
• Direct mentorship and space to grow into a platform or product expert.
  
• A collaborative and transparent environment where your ideas matter.
• Competitive salary based on experience.
• Full-time, indefinite-term contract.

Why Join Koronet

• Global and Remote-First: Work with a diverse team across the Americas and Europe, with flexibility to work from anywhere.
• Ownership Culture: We foster an environment where each team member takes ownership and is empowered to contribute to the company's success.
• Growth & Development: We support continuous professional growth and offer financial assistance for technical certifications and other learning opportunities.
• Compensation: Competitive salary and an indefinite contract, with salary negotiable based on experience.

If you're passionate about making an impact and growing with a dynamic, remote-first company, we want to hear from you!