Our client is a pioneer in transforming software solutions for commercial contractors. Their mission is to streamline operations and empower businesses to thrive. They're on the search for a talented Technical Support Specialist (Tier 2) to join their innovative team. If you're passionate about delivering top-notch customer service, thrive in a dynamic environment, and bring expertise in escalation processes and ticketing systems, they want you on board.
About the Role
- As a Technical Support Specialist (Tier 2), you'll be instrumental in ensuring that customers receive exceptional support for a suite of software products. Your role will involve resolving intricate technical issues, providing comprehensive troubleshooting assistance, and collaborating closely with cross-functional teams to deliver prompt solutions.
What you'll do
- Provide advanced technical support to customers via email, phone, or chat channels.
- Troubleshoot and resolve escalated technical issues related to our software products.
- Analyze and diagnose complex software problems, identifying root causes and implementing effective solutions.
- Collaborate with Tier 1 support team members to escalate and prioritize issues as needed.
- Document support interactions, solutions, and troubleshooting steps in our CRM system.
- Communicate effectively with customers to ensure a positive support experience and customer satisfaction.
- Work closely with the product development and quality assurance teams to report bugs and provide feedback for product improvement.
- Stay up-to-date on product features, enhancements, and industry trends to provide accurate and relevant support.
What You Bring
- Bachelor's degree in Computer Science or related field.
- Minimum of 1-2 years of experience as Tier 2 or L2 Technical Support for accounting, payroll, or other finance-related software or applications.
- Excellent problem-solving and analytical abilities.
- Ability to work independently and collaboratively.
- Strong communication and interpersonal skills.
- Willingness and ability to work on night shift following US business hours.
