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Technical Support - Tier 2 | HK

Remote: 
Full Remote
Contract: 
Experience: 
Senior (5-10 years)
Work from: 

Offer summary

Qualifications:

Bachelor's Degree in any field, 5+ years of helpdesk/customer support experience, 2+ years in a similar role, Hands-on technical support experience, Experience with Zendesk required.

Key responsabilities:

  • Provide support tailored to customer needs
  • Install and configure integrations
  • Document the troubleshooting process
  • Resolve Tier 1 and Tier 2 support tickets
  • Collaborate with product team on launches
Hunarstreet Technologies Pvt. Ltd. logo
Hunarstreet Technologies Pvt. Ltd. Human Resources, Staffing & Recruiting Startup https://www.hunarstreet.com/
11 - 50 Employees
See more Hunarstreet Technologies Pvt. Ltd. offers

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.

Required profile

Experience

Level of experience: Senior (5-10 years)
Industry :
Human Resources, Staffing & Recruiting
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Other Skills

  • Troubleshooting (Problem Solving)
  • Problem Solving
  • Detail Oriented
  • Collaboration
  • Empathy
  • Verbal Communication Skills

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