JOB OVERVIEW:
We is looking for an energetic person for Technical Support-Tier-2, preferably someone who has a deep understanding of the integrations and extensive experience in troubleshooting,, configuration, and break/fix. A successful candidate will relish the support functioning focusing on major issues or challenges that could not be solved by the first level support. He or she should be extremely detail-oriented and a team player with experience as a support tier 2 engineer as well as in-depth training in troubleshooting. If you are customer-focused, organized, and have the ability to multitask, we want to hear from you.
WHAT YOU WILL DO:
● Provide support and cater to the specific needs of our new and existing customers
● Install and configure integrations
● Record, track, and document the help desk request problem solving process including actions taken through to the final resolution
● Respond in timely manner to requests and issues
● Follow incidents through to resolution
● Provide regular updates to customer on their requests
● Test new functionality and work directly with the product team on launches
● Be empathetic and have a “tough skin” when handling customer complaints and issues
● It is imperative that Support Managers have a friendly and helpful demeanor at all times an ability to be customer facing via web shares
● Work with and report to the VP of Customer Success to enhance knowledge base as well as customer support communication automation
● Successfully work with internal partners to identify and address any customer issues
● Provide exceptional customer support and client care
● Ability and willingness to quickly learn new technology and software
● Resolve tier 1 and 2 support tickets and escalate to tier 3
Tasks & KPI’s:
● Provide troubleshooting and support to resolve issues
● Respond to tickets in accordance with SLA guidelines
● Understand client needs, handle support requests, answer product-specific questions, and resolve technical issues
REQUIRED SKILLS & QUALIFICATIONS:
● A Bachelor Degree in any field from a recognized University or equivalent.
● 5+ Years of experience in a helpdesk or customer support environment
● 2+ Years in a similar role (tier 2 or higher)
● Hands-on experience in Technical Support.
● Excellent written and verbal communication skills
● Strong computer skills
● Required experience with Zendesk
● Experience with Salesforce, Hubspot is a plus
● High attention to detail
● Data-savvy
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