2nd Tier Support

Job description
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.

Responsibilities:
• Advanced Troubleshooting and Support: Provide expert-level technical support to resolve complex customer issues, including software and network-related problems.
• Escalation Management: Serve as the primary point of escalation for other teams, ensuring timely and effective resolution of issues.
• Customer Communication: Maintain clear, professional, and timely communication with customers throughout the support process, ensuring they are informed of progress and resolutions.
• Knowledge Base Management: Contribute to and maintain an up-to-date knowledge base, including writing and updating technical documentation and FAQs.
• Training and Mentorship: Provide training, guidance, and mentorship to lower-tier support staff to enhance their technical skills and customer service capabilities.
• Incident Management: Track, document, and manage support incidents using the company’s ticketing system, ensuring all issues are logged and updated accurately.
• Root Cause Analysis: Conduct thorough root cause analysis on recurring issues and work with relevant teams to implement long-term solutions.
• Collaboration: Work closely with other departments, including the dev team and the product management, to ensure seamless support and product enhancements.
• On-Call Support: To consult our partners in case of urgent issues.

Requirements:
• Experience: Minimum of 2 years in a technical support role.
• Technical Skills: API platforms - Insomnia/Postman, reading JSON/XML logs, understanding of HTTP protocol.
• Communication: Good verbal and written communication skills in English, with the ability to convey technical information to both technical and non-technical users.
• Problem-Solving: Strong analytical and problem-solving skills, with a proactive and detail-oriented approach.
• Customer Focus: Demonstrated commitment to providing exceptional customer service and improving customer satisfaction.
• Team Player: Ability to work effectively in a team environment, collaborate with cross-functional teams, and contribute to a positive team culture.
• Adaptability: Flexibility to adapt to changing priorities, handle multiple tasks simultaneously, and work under pressure.