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
Skills: technical support,tier ii,salesforce,hubspot,zendesk,helpdesk software proficiency,customer support
