Hybrid Level 2 Support Specialist – Tempe

VisualVault, LLC; Tempe (AZ); Hybrid; USD 55,000 - 75,000; Full time

Job summary

VisualVault, LLC is seeking a Level 2 Support Agent for a hybrid role based in Tempe, AZ. You will respond to customer product questions, analyze problems, and advise Level 1 and Level 3 teams.

The role involves monitoring data, interpreting user requirements, and conveying specifications to support, product, and engineering groups. The ideal candidate has 3+ years in tech, experience with SQL queries, and scripting knowledge in JavaScript and Python.

Qualifications

• 3+ years of experience in a technology field.
• Experience writing SQL queries.
• Experience diagnosing scripting languages such as JavaScript and Python.
• Capable of working independently with initiative.

Responsibilities

• Serve as the secondary product support for escalated tickets from Level 1 or Level 3 Agents or leadership.
• Respond to customers with quality updates to meet service level agreements (SLAs).
• Manage and troubleshoot tickets assigned to the L2 group and yourself.
• Analyze complex problems and exercise judgment within defined procedures to determine appropriate action.
• Complete company-provided training courses and continually learn new material.
• Identify, analyze, and evaluate problems/opportunities, recommending and implementing potential solutions in a customer environment.
• Break down issues into components and utilize appropriate tools to fix or elevate them to Level 3 Support Agents for further investigation.
• Share knowledge and mentor customers and team members on effective software usage.
• Act as a knowledge resource on case review calls.
• Perform other assigned duties.

Skills

SQL queries

JavaScript

Python

Independent work

Time management

Analytical skills

Education

Bachelor’s degree or equivalent experience

Job description

VisualVault, LLC is seeking a Level 2 Support Agent for a hybrid role based in Tempe, AZ. You will respond to customer product questions, analyze problems, and advise Level 1 and Level 3 teams.

The role involves monitoring data, interpreting user requirements, and conveying specifications to support, product, and engineering groups. The ideal candidate has 3+ years in tech, experience with SQL queries, and scripting knowledge in JavaScript and Python.