Tier 2 Tech Support Ve (Remote)

Unlock your remote work journey: you shine, we match you! Once you apply, you will be receiving your profile link in the next 24hrs. After applying you will need to complete your profile, receive follow-ups from our talent advisors, and our AI platform will do the rest.Summary:As a Tier 2 Tech Support in a company within our network, you will be responsible for troubleshooting and resolving technical issues related to hardware, software, and networking. The Tier 2 Tech Support will work closely with the customer to understand their issue and provide a resolution in a timely manner.Key ResponsibilitiesProvide advanced technical support to customers, resolving complex hardware and software issues efficiently.Analyze and diagnose escalated technical problems, utilizing problem-solving skills to identify root causes.Deliver exceptional customer service through various channels, including phone, email, and live chat.Communicate technical solutions in a clear and understandable manner, ensuring customer satisfaction and confidence.Collaborate with Tier 1 support and other cross-functional teams to resolve escalated issues promptly.Document and track customer interactions, issues, and resolutions in the ticketing system.Stay current on product knowledge and updates to provide accurate and up-to-date information to customers.Assist in the creation and maintenance of knowledge base articles for common issues and solutions.Assist in training and mentoring Tier 1 support staff to enhance their technical skills and customer service abilities.Act as a resource for less experienced team members, providing guidance on complex technical issues.Identify trends in customer issues and collaborate with the team to implement proactive solutions.Provide feedback to the development team for product improvement based on customer feedback.QualificationsBachelor's degree in a related field or equivalent work experience.Minimum of 3 years of experience in technical support with a focus on customer service.Proficiency in troubleshooting hardware, software, and network-related issues.Excellent communication skills with the ability to convey technical information to non-technical users.Strong problem-solving skills and the ability to work independently or collaboratively in a team.Experience with ticketing systems and knowledge base tools.Certifications such as CompTIA A+, Network+, or relevant industry certifications are a plus.
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