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Tier 2 Tech Support CR (Remote)

Simera
A tiempo completo
Remoto
United States and Costa Rica, Costa Rica

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 Responsibilities

  • Provide 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.

Qualifications

  • Bachelor'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.