Tier 2 Support Agent

Summary

Join Togetherwork as a Tier 2 Support Agent and elevate your technical expertise. This role builds upon Tier 1 experience, focusing on advanced troubleshooting, cross-departmental collaboration, and process improvement. You will resolve complex technical issues, mentor junior agents, and contribute to a seamless customer support experience. Strong technical skills, problem-solving abilities, and consistent performance are essential. The position requires expertise in troubleshooting, SQL, training, and effective communication. This is an exclusively internal opportunity for current Togetherwork employees.

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