Tier 2 Technical Support Representative

Overview: We are seeking a skilled Tier 2 Technical Support Agent to join our dynamic and customer-focused team. As a Tier 2 Technical Support Agent, you will be responsible for troubleshooting and resolving escalated technical issues that have been escalated from Tier 1 agents. You will have a strong technical background, excellent problem-solving abilities, and a passion for delivering exceptional customer service.

Responsibilities:

• Responsible for handling technical escalations and more advanced inquiries that are beyond the skills or knowledge of our Tier 1 customer service representatives

• Learns, uses and shares the available tools so the team can better support our clients.

• Identifies internal and external improvement opportunities.

• Achieves and maintains training and certifications as directed by management.

• Own the customer experience - think and act in ways that put our customers first, give them seamless options at every touchpoint, and make them promoters of our services.

• Provide effective and timely resolution to complex technical issues escalated from Tier 1 support agents.

• Assist Tier 1 with call overflow during times of high call volume.

• Analyze and diagnose technical problems reported by customers, leveraging your strong knowledge of our products and services.

• Utilize various tools and resources to investigate, troubleshoot, and resolve technical issues, ensuring minimal disruption to the customer's services.

• Collaborate with other internal teams, including network operations, to resolve issues that require advanced technical expertise.

• Document all customer interactions, troubleshooting steps, and solutions accurately and thoroughly in our support ticketing system.

• Follow established processes and procedures for issue escalation, prioritization, and resolution.

• Provide clear and concise instructions to customers, guiding them through troubleshooting steps or recommending appropriate actions.

• Identify and escalate trends, recurring issues, or potential areas for improvement to the Technical Support Manager.

• High School Education or equivalent required.

• Proven experience in a technical support role, preferably in a Tier 2 or similar capacity.

• Strong knowledge of internet technologies, networking principles, and troubleshooting methodologies including

  • Fixed Wireless and fiber internet connections

  • Eero whole home wifi

  • VOIP Services

• Strong knowledge of LAN/WAN networks, TCP/IP protocols and network technologies

• Hands-on experience with common software and hardware

• Proficient in diagnosing and resolving technical issues..

• Familiarity with ticketing systems and customer relationship management (CRM) tools.

• Excellent problem-solving and analytical skills, with the ability to prioritize and manage multiple tasks effectively.

• Exceptional verbal and written communication skills, with the ability to communicate technical information to non-technical customers clearly and concisely.

• Strong customer service orientation, with a passion for delivering outstanding support experiences.

• Ability to work independently and collaboratively in a fast-paced and dynamic environment.