2nd Tier Support

<b>Description</b><br><p>We are seeking a smart, proactive and quick learning person to join our dynamic TIER2 support team. This role is critical in providing top-tier technical support and exceptional customer service to our valued clients. The ideal candidate will possess a deep understanding of our products and services, advanced troubleshooting skills, and a passion for solving complex issues. The specialist will act as an escalation point for other teams and will be responsible for ensuring the highest level of satisfaction for our customers.</p><br> <b>Responsibilities</b><br><ul><li><strong>Advanced Troubleshooting and Support:</strong> Provide expert-level technical support to resolve complex customer issues, including software and network-related problems.</li><li><strong>Escalation Management:</strong> Serve as the primary point of escalation for other teams, ensuring timely and effective resolution of issues.</li><li><strong>Customer Communication:</strong> Maintain clear, professional, and timely communication with customers throughout the support process, ensuring they are informed of progress and resolutions.</li><li><strong>Knowledge Base Management:</strong> Contribute to and maintain an up-to-date knowledge base, including writing and updating technical documentation and FAQs.</li><li><strong>Training and Mentorship:</strong> Provide training, guidance, and mentorship to lower-tier support staff to enhance their technical skills and customer service capabilities.</li><li><strong>Incident Management:</strong> Track, document, and manage support incidents using the company’s ticketing system, ensuring all issues are logged and updated accurately.</li><li><strong>Root Cause Analysis:</strong> Conduct thorough root cause analysis on recurring issues and work with relevant teams to implement long-term solutions.</li><li><strong>Collaboration:</strong> Work closely with other departments, including the dev team and the product management, to ensure seamless support and product enhancements.</li><li><strong>On-Call Support:</strong> To consult our partners in case of urgent issues.</li></ul><br> <b>Requirements</b><br><ul><li><strong>Experience:</strong> Minimum of 2 years in a technical support role.</li><li><strong>Technical Skills:</strong> API platforms - Insomnia/Postman, reading JSON/XML logs, understanding of HTTP protocol.</li><li><strong>Communication:</strong> Good verbal and written communication skills in English, with the ability to convey technical information to both technical and non-technical users.</li><li><strong>Problem-Solving:</strong> Strong analytical and problem-solving skills, with a proactive and detail-oriented approach.</li><li><strong>Customer Focus:</strong> Demonstrated commitment to providing exceptional customer service and improving customer satisfaction.</li><li><strong>Team Player:</strong> Ability to work effectively in a team environment, collaborate with cross-functional teams, and contribute to a positive team culture.</li><li><strong>Adaptability:</strong> Flexibility to adapt to changing priorities, handle multiple tasks simultaneously, and work under pressure.</li></ul><br>