We are looking for professionals who want to work for a support team, unlike any other support organization. We want to build a team with the exceptional few IT professionals who can couple their technical acumen with their exceptional verbal and written communication skills.
L2 Customer Support Architects enjoy working on complex issues and the challenge that comes with escalated tickets. It is essential to have a deep understanding of software support tools and strong technical skills. World class service is more than solving the issue, it’s about providing the customer with an experience. L2 agents are expert communicators and strive for high-quality scores.
Responsibilities
**As our innovative problem solvers and masters of de-escalating issues, your core responsibilities include, but are not limited to the following:** - Deliver a world-class experience in each ticket interaction providing in-depth technical support
- Continuously learn to support multiple products across multiple technologies.
- Proactively help customers and L1 colleagues by getting in front of problems and potential issues.
- Meet and exceed weekly production and quality goals.
- Participate in our very own ‘pair support program’ and share knowledge with colleagues.
- Write knowledge base articles
- Solve customer issues that L1 Customer Support Engineers could not solve
Requirements
To excel in this position you will need to:
- Have a Bachelor’s degree or equivalent
- Have perfect spoken and written English
- +4 years as a front-line agent supporting software products
- Be able to write basic scripts in various programming languages (from automating jobs to creating connectors)
- Demonstrate an intermediate to advanced understanding of the following:
- Windows or Unix/Linux Server
- Network and Web servers
- SQL Queries
- SSH/Sudo Commands
- Sharepoint – Intermediate
- Active Directory/SSO/SAML/LDAP
- Java / JavaScript / CSS / HTML
- Asynchronous Transaction/Event Processes
- Interpret/Understand Monitoring/Graphing Tools
- Analysis of Log Files – Intermediate minimum
- Be a master in troubleshooting, issue tracking, and ticket management
- Be able to write specs/documentation/knowledge base articles
- Be a fast learner, proactive, sharp thinker, investigative and dedicated to solving customers issues
