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2nd Tier Support
4 semanas atrás
Join to apply for the 2nd Tier Support role at HyperGuest .
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 product management, to ensure seamless support and product enhancements.
- On-Call Support: To consult our partners in case of urgent issues.
- 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.
