Level 2 Support Agent

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

Level 2 Support Agent

**Please Note***

• This is a hybrid position requiring 2 days in a week in our Tempe, AZ office
  

Overview

VisualVault is a Global Enterprise SaaS platform that provides high volume, multi-tenant, business process automation. Work with the latest tools, software patterns, and best practices to deliver dynamic solutions in multiple business models.

The Level 2 Support Agent is responsible for responding to customer product application support questions. Analyze problems to identify problem area(s) and recommend corrective action. Recommends solutions to application questions and Level 1 Support Agents. The Level 2 Agent will monitor, gather, and analyze data from various product sources to determine the significance of observed events. Interpret user requirements and develop/convey specifications to facilitate technical support, product development, and engineering groups.

This role supports the use of the main VisualVault product and any additional VisualVault applications. The Level 2 Support Agent reports to the Technical Support Manager. This is a full-time hybrid position based at our main office in Tempe, AZ.

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.

Qualifications:

• Capable of working independently and taking initiative to provide business solutions.
• 3+ years of experience in a technology field.
• Bachelor’s degree or equivalent experience.
• Extensive experience handling Customer Support requests, issues, and problem resolution.
• Experience writing SQL queries.
• Experience diagnosing scripting languages such as JavaScript and Python.
• Collaborative, customer-focused, and able to create visible value.
• Self-directed with excellent time management and organizational skills.
• Highly motivated self-starter who takes initiative.
• Demonstrated analytical skills, especially in root-cause analysis and metrics-driven productivity and effectiveness.

VisualVault is the preferred Business Process Automation Platform for Partners, Consultants, System Integrators and OEM’s. For more information, please visit http://www.visualvault.com.