Technical Support - Level 2

Technical Support

Ref: 179Monday 13 September 2021

Our client requires an experienced Technical Support Engineer (Level2)

Responsibilities:

• Provide technical support to customers via phone, email and chat, troubleshooting issues and answering queries – in a professional and friendly manner.

• Partner with the development team to identify and document product defects.

• Write and manage escalation issues / tickets to fully describe customer issues and deep dive to root causes, working with other departments where required.

• Obtain, evaluate and research relevant data to resolve customer enquiries and issue.

• Help development docs, KB articles and FAQs to improve responses as a team.

• Work with a continuous improvement mind-set, looking for solutions to problems and proposing improvements if something could work better.

• Collaborate with Customer Success and Sales teams to ensure a thorough understanding of our products and get customer feedback channelled to the right place.

• Work as part of the team to provide an excellent customer experience on a 24/5 basis.

Skills  and experience required:

• Experience working in a similar role, providing technical support to customers from creation through to resolution.

• A degree in an IT or computer science is good but experience most important.

• Customer focused with a right first-time approach and a desire to exceed expectations

• Strong verbal and written communication skills, with experience in writing technical information / documentation an advantage.

• Excellent interpersonal skills with a diplomatic approach to managing difficult customer issues.

• Excellent problem solving & troubleshooting skills, with a logical and systematic approach.

• Able to work under pressure, prioritising and managing several open issues at once.

• Flexible and adaptable.

• Good attention to detail, with ability to provide step by step instructions.

• Ability to communicate technical information in a non-technical language to customers.

• Flexibility to work a variety of shifts to cover a 24/5 rota.

Technical experience of any of the following areas would be a distinct advantage:

• Networking, email and web protocols (DNS, SMTP, TCPIP, etc).

• Linux servers/3DS Operating systems.

• Cloud Infrastructure – AWS.

• Python or any scripting languages.