Role Summary
As the Technical Support Specialist II, you will serve as the front line of technical support, responsible for facilitating incoming calls and ensuring they are directed to the appropriate resources. This role will handle T1 escalations and T2 tickets, resolve technical issues promptly and efficiently, and escalate T3 tickets as necessary. This role is expected to bring awareness and recurring issues to their direct supervisor. Exceptional customer service and communication is critical as this role is going to be working with non-technical clients on a regular basis.
General Duties And Responsibilities
- Monitor the call queue and ticket boards, and promptly address incoming calls and tickets.
- Maintain ticket hygiene by managing and completing tickets from initiation to resolution.
- Troubleshoot and resolve technical issues according to established procedures and guidelines.
- Utilize knowledge base resources such as ITGlue; conduct external research and seek guidance from superiors and peers as needed.
- Update internal documentation through our knowledge base resources such as ITGlue and other relevant systems to ensure accurate and up-to-date information.
- Collaborate with supervisors and appropriate stakeholders to ensure efficient use of resources which include seeking approval before initiating work on a solution, particularly for timeintensive tasks.
- Make decisions related to access permissions and prioritization of incoming tickets, ensuring high-priority issues are addressed promptly.
- Attend all required meetings, including POD Huddles, one-on-one sessions, and team meetings.
- Maintain a deep knowledge of technology products and services applicable to the client base, including hardware, software and Nucleus services.
- Other duties as assigned.
