Remote Tier 2 Tech Support Specialist
Placements24
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Benefits dieser Stelle
Zusammenfassung
Placements24 is seeking a Tier 2 Remote Customer Support Specialist to join our expanding team. This fully remote role focuses on diagnosing and resolving escalated technical issues from a home office, while collaborating with Tier 1 and engineering colleagues.
The ideal candidate has 3+ years in technical support, strong OS and networking knowledge, and experience with Zendesk or Jira Service Management. You will document steps, contribute to knowledge bases, and ensure SLAs are met in a
Qualifikationen
- Minimum 3 years in technical support, with 1+ year in Tier 2 or advanced support.
- Strong knowledge of Windows, macOS, and Linux, plus networking concepts.
- Experience with Zendesk or Jira Service Management.
- Excellent verbal and written communication skills, with ability to explain technical info to non-technical users.
Aufgaben
- Handle escalated tickets that require advanced technical knowledge and troubleshooting.
- Diagnose and resolve complex software, hardware, or system issues for customers.
- Communicate technical solutions clearly via phone, email, and chat.
- Collaborate with Tier 1 support and engineering teams to resolve issues efficiently.
- Document all customer interactions, troubleshooting steps, and resolutions in the ticketing system.
- Contribute to knowledge base articles and support documentation.
- Identify trends in escalated issues and provide feedback to product teams.
Kenntnisse
Ausbildung
Tools
Jobbeschreibung
Placements24 is seeking a Tier 2 Remote Customer Support Specialist to join our expanding team. This fully remote role focuses on diagnosing and resolving escalated technical issues from a home office, while collaborating with Tier 1 and engineering colleagues.
The ideal candidate has 3+ years in technical support, strong OS and networking knowledge, and experience with Zendesk or Jira Service Management. You will document steps, contribute to knowledge bases, and ensure SLAs are met in a
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