Executive - Technical Support (L2)

Overview

Level 2 Technical Customer Service Representative provides advanced technical support, resolves complex issues, handles escalated cases, and ensures customer satisfaction.

Responsibilities of the Role

• Advanced Technical Support: Diagnose and resolve complex hardware, software, and network issues, providing in-depth analysis to identify root causes.
• Case Management: Handle escalated cases from Level 1 support, collaborate with team and other tiers for timely resolutions, and ensure customer satisfaction.
• Customer Communication: Communicate effectively with customers to understand issues, provide clear instructions, and document solutions for the knowledge base.
• Process Improvement: Share insights with Level 1 support, provide feedback for process enhancements, and maintain high-quality support standards.
• Strong people skills to navigate difficult situations while remaining ca...