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.
