Tier 2 Technical Support

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Required Knowledge, Skills, and Abilities

  • What You’ll Do

    • Drive resolution of technical escalations, including identification of root cause and issue resolution
    • Exceed customer expectations on response quality, timeliness of responses and overall customer experience
    • Provide technical mentoring to Tier 1 Support Agents
    • Set up our Tier 3 team for success
    • Provide well-thought out direction to help customers deploy and maintain the SkylerAI
    • Author and review knowledge base content to promote support scalability and improve self-service capabilities
    • Provide feedback within the organization about issues that can be addressed before they become serious or widespread
    • Push creative thinking beyond the boundaries of existing industry standard practices to come up with process improvement

    What You’ll Need to Succeed

    • 2 or more years of experience in customer support, technical support, system administration or a related customer-facing role, with at least 2 years in a technical role
    • Knowledge of HTML, CSS and Javascript
    • Experience in developing and debugging client-side code using browser tools
    • Experience supporting SaaS applications
    • Passion for solving customer issues and advocating for their success
    • Excellent relationship with management and ability to provide stellar customer service in multiple forms (written, conference calls, in-person)

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