About this role

Handle escalated customer issues from Tier 1, performing deep-dive troubleshooting and analysis.
Diagnose and resolve complex software, data integration, and system configuration issues.
Conduct remote sessions to investigate and resolve customer problems efficiently.
Escalate critical issues to Engineering, Product Development, or other relevant teams when necessary.
Provide professional, responsive customer service via phone and email.
Communicate technical updates and troubleshooting steps clearly to customers.
Create and maintain knowledge base articles, FAQs, and troubleshooting guides.
Deliver a consistent customer experience with timely resolutions in compliance with SLAs.

2+ years in a customer-facing role is required
Excellent problem-solving skills
Excellent verbal and written communication skills
Software experience with Atlassian Tools (Jira Service Management, Jira Software, and Confluence) preferred
Ability to install and perform routine maintenance for customer data and configurations
Basic technical competence and the ability to patiently train users of all skill levels
Deep knowledge of the Windows operating system
At least 2 years of experience with Information Technology Desktop support

Tier 2 Technical Support Specialist

Key skills