Job Overview:
We are seeking a dedicated and skilled Tech Level 2 Support professional to join our team. The primary responsibility of this role is to support the operations team on the ground to solve customer problems efficiently. This role demands strong troubleshooting skills, excellent communication abilities, and a collaborative mindset to ensure high customer satisfaction and seamless issue resolution.
Key Responsibilities:
1. Troubleshooting and Support:
- Diagnose and resolve server, equipment, and phone settings issues.
- Assist the operations team with technical problems to ensure minimal disruption to customer service.
- Use diagnostic tools and software to identify and fix issues promptly.
2. Issue Escalation and Collaboration:
- Relay unresolved issues to Level 3 support to ensure timely updates and changes to the code base.
- Work closely with Level 3 support to understand complex issues and solutions.
- Document and communicate recurring issues to the relevant teams for permanent fixes.
3. Customer Satisfaction:
- Ensure high levels of customer satisfaction by providing quick and effective resolutions to their problems.
- Maintain a customer-centric approach in all interactions and support activities.
- Track and report on customer feedback to identify areas for improvement.
4. Process Improvement:
- Identify and suggest improvements to current support processes to reduce repeated errors faced by customers.
- Implement best practices to enhance the overall efficiency and effectiveness of the support team.
- Stay updated with the latest industry trends and technologies to provide innovative solutions.
5. Collaboration and Communication:
- Foster robust collaboration between internal operations and technology teams.
- Communicate clearly and effectively with team members, other departments, and customers.
- Participate in regular team meetings to discuss ongoing issues, solutions, and improvements.
Key Skillsets:
- Proficient in troubleshooting application issues, equipment malfunctions, and phone settings.
- Strong problem-solving skills and the ability to think critically under pressure.
- Excellent verbal and written communication skills.
- Ability to relay complex technical information to non-technical team members and customers.
- Experience with diagnostic tools and software.
- Strong collaboration skills and the ability to work effectively in a team environment.
- Knowledge of code bases and the ability to understand technical documentation is a plus.
Success Criteria:
- Increased customer satisfaction through effective problem resolution.
- Quick resolution of issues faced by customers.
- Reduction in the frequency of repeated errors faced by customers.
- Strong collaboration between internal operations and technology teams leading to more efficient processes and solutions.
Qualifications:
- Qualification in Computer Science, Information Technology, or a related field, or equivalent work experience.
- Minimum of 2-3 years of experience in a technical support role, preferably in a Level 2 capacity.
