We are seeking a talented and motivated individual to join our team as a Support Help Desk Tier 2 Representative. If you are a skilled communicator with a passion for problem-solving and helping customers, we want to hear from you.

Responsibilities:

Customer Support:

Provide exceptional customer service through various channels, including phone, email, and chat.

Resolve complex technical issues and inquiries related to our products or services.

Collaborate with Tier 1 support to ensure seamless issue resolution.

Technical Troubleshooting:

Diagnose and troubleshoot hardware and software issues.

Utilize remote desktop tools to assist customers with technical problems.

Escalate issues to the appropriate teams when necessary.

Ticketing Systems:

Proficient in using ticketing systems, particularly Zendesk.

Create, update, and manage support tickets to track customer issues and resolutions.

Application Support:

Provide technical support for our applications, guiding users through troubleshooting steps.

Collaborate with the development team to address and resolve application-specific issues.

High Volume Tier 2 Support:

Manage a high volume of Tier 2 support requests efficiently.

Prioritize and organize workload to meet service level agreements.

Documentation:

Maintain detailed records of customer interactions and resolutions in the ticketing system.

Contribute to the knowledge base by documenting common issues and solutions.

Customer Education:

Educate customers on product features and best practices to enhance their overall experience.

Provide step-by-step guidance for problem resolution and preventive measures.