Technical Support Analyst L2

Talasoft stands out in the industry through its commitment to delivering the utmost customer support. This is achieved by embedding subject matter experts throughout our support structure, enabling an efficient first-call resolution approach. As a member of the Technical Support team, the role of Technical Support Analyst (L2) entails engaging in technical interactions with our B2B and SaaS customers. You will take ownership of issues, champion your customers' needs, and ensure effective and accurate resolutions.

Requirements

Role and Duties

• Investigate and determine the underlying causes, and if needed, collaborate with the relevant internal technical teams to achieve resolution.
  
• Take complete responsibility for resolving customer technical issues throughout the escalation process.
  
• Provide exceptional service by representing the customer's interests to internal stakeholders or facilitating a smooth handover to the relevant department when necessary.
  
• Engage with both internal and external customers within a multi-tiered environment.
  
• Recognize customer needs, initiate necessary actions, and update systems accordingly.
  
• Keep customers informed about ongoing incidents and requests.
  
• Convey up-to-date solution details and maintain a record of request and incident progress.
  

• Possess over 5 years of experience in a Technical Support capacity.
  
• Demonstrate excellent verbal and written communication skills.
  
• Place customer satisfaction as a top priority.
  
• Exhibit strong critical thinking, problem-solving, and troubleshooting abilities.
  
• Prove adept at swiftly acquiring and disseminating information to others.
  
• Display the capability to collaborate effectively within a team or work autonomously as needed.
  
• Thrive in a fast-paced environment and proficiently manage multiple tasks.
  
• Maintain a high level of accuracy and attention to detail.
  
• Possess a solid understanding of fundamental networking protocols and concepts, including TCP/IP, Multicast, and packet-level traffic analysis.
  
• Familiarity with camera and security technologies like Genetec and Milestone is a definite advantage.