Tier 2 Technical Support Specialist

Responsibilities:
The Technical Support Specialist – Tier 2 will provide professional-level technical support to B2B customers on a System, Server and Infrastructure Environment levels remotely via email, phone and remote desktop access 24/6.
Performing in-depth troubleshooting and diagnosis in order to resolve complex technical issues and incidents.
Identifying customer’s needs and providing immediate assistance and step by step guidance in a professional and user-friendly manner, as well as presenting possible and creative solutions for every customer query.
Prioritizing and managing several technical issues and tasks at a time, track and report solution deliverables using appropriate tools.
Monitoring and reporting on faulty system performances at any given time.
Analyzing common technical issues and queries to promote continuous improvement.
Contributing and maintaining a library of associated materials for all systems, processes, and procedures supported by the company.