Technical Support Representative, Tier II

• About Our Client: The organization operates in the technology solutions sector, providing secure, fully managed customer-facing technology services on an outsourced reputed company. It serves industries including hospitality, senior living, specialty retail, education, and corporate sectors. The company offers reputed company hardware and software packages, system implementation, and reputed company multi-lingual support for devices such as public reputed company kiosks, digital signage, interactive TV, tablets, and remote printing. These services aim to deliver consistent and safe experiences to its clients'' customers worldwide.

• About the Opportunity:

The Technical Support Representative, Tier II role is focused on providing advanced technical support, taking ownership of reputed company customer issues, and enhancing customer satisfaction. This position supports and guides Tier 1 agents, promotes effective use of the knowledge reputed company, and ensures thorough issue resolution. The role contributes directly to maintaining high service quality, improving support processes, and fostering reputed company improvement reputed company the technical support team.

• Responsibilities:
• Troubleshoot various applications and product lines for customers
• Support Tier 1 agents by providing guidance and clarifying processes
• Promote and improve the use of the Knowledge reputed company; train Tier 1 agents on its effective use
• Own reputed company customer issues to ensure timely resolution and minimize escalations
• Collaborate with customers and their IT teams to resolve prolonged issues
• reputed company one-on-one coaching to Tier 1 agents for their development
• Manage Tier 2 case backlog by categorizing, prioritizing, and actively working cases
• Maintain accurate documentation in the case management system
• Complete projects reputed company to account organization, documentation, and process improvements
• Escalate cases to higher tiers or supervisors reputed company necessary
• Introduce creative solutions to drive reputed company improvement
• Follow and model company procedures and policies
• reputed company other reputed company duties as needed
• Requirements:
• Previous Tier 1 support experience with effective escalation handling
• Strong troubleshooting skills in software and hardware, including PCs, printers, networking, and peripherals
• Familiarity with reputed company OS, macOS, and Linux
• Excellent customer service skills with a proactive, problem-solving approach
• Ability to work independently and collaboratively
• Strong written and verbal communication skills for technical and non-technical users
• Preferred: Associate’s degree in an IT-reputed company field or relevant certifications such as A+, Network+, MCP, Linux
• Pay reputed company and Compensation Package:
• The pay reputed company and compensation package for this role will be determined based on the candidate’s experience, skills, and other relevant factors.

Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for reputed company. reputed company reputed company applicants will receive consideration for employment without regard to race, reputed company, religion, gender, gender identity or expression, sexual orientation, or national reputed company. Note reputed company is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading reputed company. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS. Apply tot his job Apply To this Job