Customer Support Technician

Job ContextThe Customer Support Technician, Level 2 is focused on resolving complex technical issues escalated from the Level 1 team, they collaborate with internal departments to deliver timely and effective solutions, contribute to knowledge and process improvement, and help develop the capability of those around them. They bring strong technical knowledge of the Simpro Group product suite and operate with a high degree of autonomy and initiative.What You’ll DoEfficiently manage and prioritize a high-volume ticket workstream primarily via case work (and occasional live phone or chat to meet business needs), collaborating with customers to identify and resolve complex software-related issues, providing timely and effective solutions.Actively review support queues for additional cases to resolve, managing case backlog consistently to prevent aged items.Take on escalations from the Level 1 team and collaborate with internal departments to identify and implement appropriate solutions for...