As Product Support Specialist - Tier 2, you will be responsible for providing second and third level subject matter expertise, guidance, and technical support in an efficient and effective manner. Our customers will rely on you to have advanced experience with our systems. The ability to clearly communicate with the various support levels, vendors, leadership, and users of the applications is essential.
You will be able to identify problems, their probable causes, their impacts on operations, report them to the appropriate parties, offer possible solutions, and decide on the optimal course of action; able to independently and/or collaboratively bring problems to a complete resolution.
The Product Support Specialist - Tier 2 will be responsible for the following:
Resolve tickets escalated to the Tier 2 and Tier 3 queues. Proactively manage escalated incidents through resolution and/or de-escalation to lower support levels and communicate with other groups as appropriate to ensure issue resolution. Solve routine and non-standard problems requiring original thinking and deductive reasoning
Provide support for all detected outages. Coordinate with senior team members based on impact, as well as developers and vendors to determine the root cause and user impacts. Proactively coordinate among various groups for Incident/Problem triage, action steps, root cause analysis, and long-term resolution
Take initiative in keeping current with developments in applications. Learn new functionality being implemented for monthly releases in order to support user questions and issues. Assist with assimilating new tools and services designated for operational support.
Create, update, and maintain internal documentation associated with common issues and includes applicable work arounds and provides information on customer impact. Add to documentation to expand the department’s knowledge base. Proactively research issues using documentation and other available tools
Use the Zoho CRM to fully document and log all technical support events, inquiries, and resolutions. The ideal candidate will have experience monitoring a service desk queue
Demonstrate ability to self-manage assuming full ownership of all outcomes start to finish
Provide phone/live chat support for customer questions/concerns
Other duties as assigned by supervisors
B.S. with at least two years of related experience OR non-degreed with at least 5 years of relevant experience
Experience troubleshooting and problem solving end user issues with software applications
1+ years of experience in advanced support for applications, infrastructure, or service desk preferred
Excellent verbal and written communication, time management, and the ability to work independently and in a team environment; relationship builder
High level of customer service
Strong analytical skills, robust troubleshooting skills, and a high attention to detail, ability to multitask
Must have experience with Google Suite. Prefer experience with SEO, social media platforms, and CRM solutions.
As a remote employee, you will be responsible to procure and maintain a suitable work environment as well as adequate computing resources, including a Windows-based PC or laptop and a high speed internet connection. Any specialized software or hardware required will be provided by the company.
Full Time: 40 hours/week
M-F, 8 a.m. – 5 p.m. preferred