Summary:
As a Tier 2 Tech Support in a company within our network, you will be responsible for troubleshooting and resolving technical issues related to hardware, software, and networking. The Tier 2 Tech Support will work closely with the customer to understand their issue and provide a resolution in a timely manner.
Key Responsibilities
- Provide advanced technical support to customers, resolving complex hardware and software issues efficiently.
- Analyze and diagnose escalated technical problems, utilizing problem-solving skills to identify root causes.
- Deliver exceptional customer service through various channels, including phone, email, and live chat.
- Communicate technical solutions in a clear and understandable manner, ensuring customer satisfaction and confidence.
- Collaborate with Tier 1 support and other cross-functional teams to resolve escalated issues promptly.
- Document and track customer interactions, issues, and resolutions in the ticketing system.
- Stay current on product knowledge and updates to provide accurate and up-to-date information to customers.
- Assist in the creation and maintenance of knowledge base articles for common issues and solutions.
- Assist in training and mentoring Tier 1 support staff to enhance their technical skills and customer service abilities.
- Act as a resource for less experienced team members, providing guidance on complex technical issues.
- Identify trends in customer issues and collaborate with the team to implement proactive solutions.
- Provide feedback to the development team for product improvement based on customer feedback.
Qualifications
- Bachelor's degree in a related field or equivalent work experience.
- Minimum of 3 years of experience in technical support with a focus on customer service.
- Proficiency in troubleshooting hardware, software, and network-related issues.
- Excellent communication skills with the ability to convey technical information to non-technical users.
- Strong problem-solving skills and the ability to work independently or collaboratively in a team.
- Experience with ticketing systems and knowledge base tools.
- Certifications such as CompTIA A+, Network+, or relevant industry certifications are a plus.