Tier 2 Customer Support Agent

Summary

Join our team as a Tier 2 support agent, tackling complex technical challenges and providing advanced support. You will resolve advanced issues, collaborate with other departments, and contribute to process improvements. This role demands strong technical skills, excellent problem-solving abilities, and a consistent performance record. You will serve as an escalation point for Tier 1 agents, offering guidance on difficult cases and preparing tickets for escalation to Tier 3. The position involves managing customer inquiries across various channels and conducting paid consultations. A quiz must be completed before interviewing.

Requirements

• Expertise in troubleshooting complex issues, product configurations, and SQL proficiency
• Ability to train other team members, create support documentation, and ensure knowledge transfer
• Monitor and enhance team performance, ensuring adherence to SLAs and quality standards
• Effectively communicate technical issues and updates as a liaison between internal teams and across departments
• Resolve escalated issues with professionalism and maintain high-quality customer interactions
• Identify and implement process enhancements for efficiency and effectiveness
• Consistent attendance and availability to support the team and customers

Responsibilities

• Resolve complex technical issues that require in-depth analysis and specialized knowledge
• Serve as an escalation point for T1 agents, offering guidance on challenging cases
• Prepare tickets for escalation to T3, ensuring quick resolutions and seamless transitions for team members
• Manage customer inquiries across various channels, including live chats and phones and email tickets
• Conduct 1-on-1 paid customer consultations, providing personalized and detailed assistance
• Manage case load to prevent SLA breaches and ensure quick resolution times
• Work closely with other departments to resolve issues and improve the overall support process
• Lead team trainings and act as a subject matter expert, sharing knowledge with new agents
• Handle offhand projects that arise and need to be completed
• Provide guidance to team members by answering questions via Slack
• Perform SQL database updates and changes as required
• Participate in QA and regression testing to ensure software quality