Tier 2 Customer Care Engineer
Location:
Airport City/hybrid
Our amazing client is an international leader in providing comprehensive IT management solutions and is looking to recruit an awesome candidate who will contribute to the Support department as a Tier 2 Customer Care Engineer.
We're seeking a sharp, fast learner who will deal with a broad spectrum of tasks. You'd be working with a highly motivated team that constantly evolves and reinvents itself. We love challenges and creative solutions and we expect the same from you.
The Tier 2 Customer Care Engineer is one of the final escalation points within the Customer Care Organization. Technical issues that cannot be resolved by The level 1 support staff are escalated to the Tier 2 Customer Care Engineer. This Engineer is capable of troubleshooting and resolving difficult and complicated issues by analyzing logs and having remote sessions with our clients
Duties and responsibilities:
The primary focus of this job is providing escalated support and solving tickets that Tier 1 could not solve in a timely manner.
This support will be both remote sessions with clients and direct phones/Email conversations with clients.
Perform advanced troubleshooting and updating knowledge bases articles with solutions performed.
Recognize and escalate difficult technical issues to appropriate senior resources.
Able to multitask and work on issues at the same time.
Respond to email and phone with professional and timely responses.
Provide world-class customer service while helping customers.
Handle incoming tickets and provide clients with updates.
Requirements:
Ability to demonstrate strong analytical and problem-solving skills.
Possesses strong customer relations skills.
Ability to handle multiple priorities.
Perform in an effective and timely manner all the tasks required.
Work as a member of the Technical Support team and with other departments (i.e. R&D, PM) to exceed SysAid customer’s expectations for technical support.
Exhibit above average reasoning ability by clearly defining problems, analyzing data, establishing facts, and drawing valid conclusions.
Represent SysAid in a professional manner, especially when providing online support.
Excellent written communication and verbal skills, as well as strong listening skills.
Must speak fluent English
Education and Experience:
3 years experience as a software support representative
Experience in remote support to customers for a cloud-based (SaaS) product
Familiarity with ITSM tools
Networking and LAN administration knowledge
Proficient knowledge of database structure with the ability to enter, manipulate and pull data primarily MSSQL/MySQL.
Knowledge of Windows operating systems
Familiarity with Linux - Advantage.
ITIL certification - Advantage
Familiarity with application servers
Familiarity with domain controller configuration
ITIL certification - Advantage