Technical Support- Tier 2 (1006)

Responsibilities
The main role of Tier 2 is to provide advanced troubleshooting and diagnostics for the company. This role requires strong analytical and troubleshooting skills.
We are looking for a team player with exceptional communication skills, who can function and deliver under pressure.
The Tier 2 technical support engineer will support our worldwide customers by providing a deep analysis to customers’ technical queries.
 
• Investigating and troubleshooting of customers issues, while being responsible to follow up, provide resolution and verify customer satisfaction
• Communicating customer issues and requests to product management and R&D
• Provide excellent technical support to global customers.
• Respond in a timely manner (within documented SLA) to support customer issues and inquiries.
• Resolve problems independently and understand the correct escalation procedures.
• Provide reliable technical assistance to internal and external customers.
• Develop broad understanding of customer needs.
• Provide assistance with complex and advanced product issues.
• Support customers with integration related issues.
• Follow up with customers and internal teams for issue resolution.
• Manage bug workflows and work in close contact with related R&D teams.
• Maintain and manage our internal Knowledge Base.
 
Requirements
• Minimum of 1 years’ experience in Tier 2 Technical Support.
• Experience working in SaaS company.
• Experience in SQL, REST, SOAP, XML, API Integration
• Flexible hours – one Friday shift a month and some evening shifts.
• Ability to communicate effectively with customers via email or phone – MUST.
• Experience in advanced usage of Excel.
• High quality individuals with computer software experience.
• Advanced analytical thinking and problem-solving skills.
• Excellent customer service skills.
• Self-managed and team-oriented.
• Able to handle and escalate issues as needed.