Technical Support Representative, Tier II

• About Our Client: The organization operates in the technology solutions sector, providing secure, fully managed customer-facing technology services on an outsourced basis. It serves industries including hospitality, senior living, specialty retail, education, and corporate sectors. The company offers turnkey hardware and software packages, system implementation, and continuous multi-lingual support for devices such as public space kiosks, digital signage, interactive TV, tablets, and remote printing. These services aim to deliver consistent and safe experiences to its clients'' customers worldwide.

• About the Opportunity:

The Technical Support Representative, Tier II role is focused on providing advanced technical support, taking ownership of complex customer issues, and enhancing customer satisfaction. This position supports and guides Tier 1 agents, promotes effective use of the knowledge base, and ensures thorough issue resolution. The role contributes directly to maintaining high service quality, improving support processes, and fostering continuous improvement within the technical support team.

• Responsibilities:
• Troubleshoot various applications and product lines for customers
• Support Tier 1 agents by providing guidance and clarifying processes
• Promote and improve the use of the Knowledge Base; train Tier 1 agents on its effective use
• Own complex customer issues to ensure timely resolution and minimize escalations
• Collaborate with customers and their IT teams to resolve prolonged issues
• Provide one-on-one coaching to Tier 1 agents for their development
• Manage Tier 2 case backlog by categorizing, prioritizing, and actively working cases
• Maintain accurate documentation in the case management system
• Complete projects related to account organization, documentation, and process improvements
• Escalate cases to higher tiers or supervisors when necessary
• Introduce creative solutions to drive continuous improvement
• Follow and model company procedures and policies
• Perform other related duties as needed
• Requirements:
• Previous Tier 1 support experience with effective escalation handling
• Strong troubleshooting skills in software and hardware, including PCs, printers, networking, and peripherals
• Familiarity with Windows OS, macOS, and Linux
• Excellent customer service skills with a proactive, problem-solving approach
• Ability to work independently and collaboratively
• Strong written and verbal communication skills for technical and non-technical users
• Preferred: Associate’s degree in an IT-related field or relevant certifications such as A+, Network+, MCP, Linux
• Pay Range and Compensation Package:
• The pay range and compensation package for this role will be determined based on the candidate’s experience, skills, and other relevant factors.

Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS. Apply tot his job Apply To this Job