Software Support Technician - Tier 2

As a Software Support Technician - Tier 2, you will be supporting customers using Point of Rental software. The primary role of the Tier 2 Support Tech is to deliver an awesome experience to our customers. A qualified Technician thrives on going above and beyond on every interaction and will be the primary voice of POR to our customers.
 
Key Responsibilities
 
Advanced Troubleshooting: Diagnose and resolve complex software issues that Tier 1 support cannot handle, utilizing in-depth technical knowledge and analytical skills.

 

Technical Support: Provide support for software applications, including installation, configuration, and upgrades. Address bugs, performance issues, and user inquiries. Respond to customer requests for assistance.
 
● Use knowledge and skills to address customer’s needs and resolve basic problems within existing specifications and defined standards
● Provide an exceptional customer experience demonstrating excellent communication skills, responsive follow through, and advocacy for customer issues within the support team and other internal departments
● Provide thorough and complete case notes and documentation of customer issues
● Analyze customer problems and research solutions using the base knowledge of the
software
● Diagnose customer issues through process of elimination by asking probing questions
● Document issues appropriately based on existing guidelines
 
Escalation Management: Act as a point of escalation for Tier 1 support staff, ensuring that issues are resolved in a timely and efficient manner.
 
Collaboration: Work closely with development teams to identify and address software issues. Provide feedback for continuous improvement.
 
Training and Mentoring: Assist in training Tier 1 support technicians and contribute to the development of support documentation and knowledge base articles.
 
System Monitoring: Monitor software performance and stability. Implement proactive measures
 
Education & Experience
 
Essential qualifications
 
● Experience: Minimum of 5 years of experience in a software support or technical support role, with a focus on Tier 2 or higher-level support.
● Technical Skills: Strong knowledge of software troubleshooting techniques, operating systems, and applications. Experience with SQL. Experience with servers and on premises software.
● Education: Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience preferred.
 
Desired qualifications
 
● Experience in the Rental Industry
● Experience using Point of Rental Software Syrinx