Remote Tier 2 Technical Support Specialist

Job Description

You will be the Remote Tier 2 Technical Support Specialist at WhatJobs Direct, providing exceptional customer service and technical assistance from the comfort of your home. Your role involves investigating, diagnosing, and resolving complex technical issues reported by customers through various channels like phone, email, and chat. You will also serve as an escalation point for Tier 1 support, documenting all interactions and resolutions thoroughly while reproducing customer issues in a lab environment. Key Responsibilities:- Investigate, diagnose, and resolve complex technical issues reported by customers.- Serve as an escalation point for Tier 1 support, providing advanced troubleshooting and technical guidance.- Document all support interactions, technical issues, and resolutions thoroughly in the ticketing system.- Reproduce customer issues in a lab environment to identify root causes and develop effective solutions.- Collaborate with development and engineering teams to report bugs and suggest product improvements.- Create and maintain technical documentation, knowledge base articles, and user guides.- Provide timely and effective status updates to customers and internal stakeholders.- Mentor and train Tier 1 support staff on common issues and advanced troubleshooting techniques.- Participate in on-call rotations to provide 24/7 support coverage as needed.- Identify trends in customer issues and proactively suggest solutions or workarounds.- Stay up-to-date with product updates, new features, and industry best practices in technical support.- Ensure a high level of customer satisfaction through prompt, professional, and effective support.Qualifications:- Associates or Bachelors degree in Computer Science, Information Technology, or a related field, or equivalent work experience.- 3-5 years of experience in a technical support role, with at least 1 year in a Tier 2 capacity.- Strong understanding of operating systems (Windows, macOS, Linux), networking concepts (TCP/IP, DNS, DHCP), and common software applications.- Experience with CRM software and ticketing systems (e.g., Zendesk, ServiceNow).- Excellent diagnostic and troubleshooting skills with a methodical approach.- Superb communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.- Ability to work independently and manage time effectively in a remote environment.- Experience supporting SaaS products or enterprise software is a plus.- Certifications such as CompTIA A, Network, or similar are advantageous.- A patient and customer-centric attitude.Join our remote team at WhatJobs Direct and contribute to delivering outstanding technical support to our valued customers. You will be the Remote Tier 2 Technical Support Specialist at WhatJobs Direct, providing exceptional customer service and technical assistance from the comfort of your home. Your role involves investigating, diagnosing, and resolving complex technical issues reported by customers through various channels like phone, email, and chat. You will also serve as an escalation point for Tier 1 support, documenting all interactions and resolutions thoroughly while reproducing customer issues in a lab environment. Key Responsibilities:- Investigate, diagnose, and resolve complex technical issues reported by customers.- Serve as an escalation point for Tier 1 support, providing advanced troubleshooting and technical guidance.- Document all support interactions, technical issues, and resolutions thoroughly in the ticketing system.- Reproduce customer issues in a lab environment to identify root causes and develop effective solutions.- Collaborate with development and engineering teams to report bugs and suggest product improvements.- Create and maintain technical documentation, knowledge base articles, and user guides.- Provide timely and effective status updates to customers and internal stakeholders.- Mentor and train Tier 1 support staff on common issues and advanced troubleshooting techniques.- Participate in on-call rotations to provide 24/7 support coverage as needed.- Identify trends in customer issues and proactively suggest solutions or workarounds.- Stay up-to-date with product updates, new features, and industry best practices in technical support.- Ensure a high level of customer satisfaction through prompt, professional, and effective support.Qualifications:- Associates or Bachelors degree in Computer Science, Information Technology, or a related field, or equivalent work experience.- 3-5 years of experience in a technical support role, with at least 1 year in a Tier 2 capacity.- Strong understanding of operating systems (Windows, macOS, Linux), networking concepts (TCP/IP, DNS, DHCP), and common software applications.- Experience with CRM software and ticketing systems (e.g., Zendesk, ServiceNow).- Excellent diagnostic and troubleshooting skills with a methodical approach.- Sup

Keyskills :
troubleshootingtechnical assistancecustomer servicecommunicationdocumentationbug reportingtechnical documentationmentoringtrainingcustomer satisfactionoperating systemssoftware applicationsticketing systemsinterpersonal skillsenterprise soft