Job description

We are hiring for a Technical Support - Tier 2 position for one of our clients, a leading software development company. The client is seeking a dynamic and energetic individual with extensive experience in troubleshooting, configuration, and break/fix, especially in handling integration issues.

Job Title: Technical Support - Tier 2

Location: Remote

Experience: 5+ years

Shift Timings: 5 PM to 2 AM IST

Role Overview:

As a Technical Support - Tier 2, you will play a key role in providing exceptional support to both new and existing customers. You will work on complex customer issues that cannot be resolved at the Tier 1 level, focusing on installation, configuration, and troubleshooting of integrations.What You Will Do:

Provide support to meet the specific needs of customers.
Install and configure integrations.
Record, track, and document the help desk problem-solving process through to final resolution.
Respond promptly to requests and issues.
Follow incidents through to resolution and provide regular updates to customers.
Test new functionality and collaborate with the product team on launches.
Handle customer complaints with empathy and professionalism.
Work with internal teams to resolve any customer issues.
Report to the VP of Customer Success to enhance the knowledge base and automate customer support communication.
Resolve Tier 1 and Tier 2 support tickets, escalating to Tier 3 when necessary.

Key Tasks & KPIs:

Troubleshoot and resolve technical issues.
Respond to tickets in alignment with SLA guidelines.
Understand client needs, handle support requests, and resolve product-specific questions and technical issues.

Required Skills & Qualifications:

Bachelor's Degree in any field from a recognized university or equivalent.
5+ years of experience in a helpdesk or customer support environment.
2+ years in a similar role (Tier 2 or higher).
Hands-on experience in technical support.
Excellent written and verbal communication skills.
Strong computer skills.
Experience with Zendesk is required; experience with Salesforce or HubSpot is a plus.
High attention to detail and data proficiency.

If you are a team player with a strong technical background and excellent communication skills, we would love to hear from you! Apply today to join a collaborative and innovative support team.

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