Customer Support Representative – Tier 2
The Faculty
Remote, South Africa
Are you an experienced technical support professional who enjoys solving complex problems and helping others find solutions?
We are looking for an experienced Tier 2 Customer Support Representative to provide advanced technical support and act as a key escalation point for complex customer issues that cannot be resolved at Tier 1.
This role combines advanced technical troubleshooting, case ownership, escalation management and team support . You’ll work closely with Tier 1 Representatives and internal teams to investigate and resolve challenging customer issues.
What You'll Do
Manage and resolve complex technical issues escalated from Tier 1
Apply advanced troubleshooting across hardware, software, networks, products and platforms
Take ownership of complex or long-running customer cases through to resolution
Maintain a high level of knowledge across current and historical products
Research and investigate issues where standard troubleshooting processes do not provide a solution
Work closely with internal teams to investigate and resolve difficult technical issues
Provide technical guidance, coaching and support to Tier 1 Representatives
Assist with the training and...
Sourced from Himalayas
This page is a short summary. The full posting and the application are at the source.