Tier 2 Technical Support Specialist (Escalations)

The Faculty; Durban; On-site; ZAR 420,000 - 540,000; Full time

Job summary

The Faculty is seeking an experienced Tier 2 Customer Support Representative in Durban to provide advanced technical support and act as a key escalation point for complex issues that cannot be resolved at Tier 1.

You will own complex cases, apply troubleshooting across hardware, software, networks, and platforms, and coach Tier 1 agents while maintaining thorough documentation and knowledge across products.

Qualifications

• 4+ years of call centre technical support experience.
• 5+ years of professional computer and network troubleshooting experience.
• Advanced experience in technical support, service desk or IT support.
• Strong troubleshooting across hardware, software, networks, OS and business apps.
• High proficiency across Windows, ChromeOS, iOS, Android, macOS and MS Office.
• Familiarity with cloud computing and relational database concepts.
• Proven experience handling complex and escalated technical issues.
• Experience collaborating with internal technical teams.

Responsibilities

• Resolve complex technical issues escalated from Tier 1.
• Apply advanced troubleshooting across hardware, software, networks and platforms.
• Own long-running customer cases through to resolution.
• Maintain knowledge of current and historical products.
• Provide guidance and coaching to Tier 1 representatives.
• Assist with training and development of team members.
• Maintain accurate case documentation and communication.
• Meet defined operational, quality, and customer KPIs.

Skills

4+ years call centre tech support

5+ years computer & network troublesh

Advanced tech support

Troubleshooting across hardware & OS

Windows, ChromeOS, iOS, Android, macOS

Cloud computing & relational databases

Escalation management

Coaching Tier 1 reps

English communication

Ticketing & documentation

Job description

The Faculty is seeking an experienced Tier 2 Customer Support Representative in Durban to provide advanced technical support and act as a key escalation point for complex issues that cannot be resolved at Tier 1.

You will own complex cases, apply troubleshooting across hardware, software, networks, and platforms, and coach Tier 1 agents while maintaining thorough documentation and knowledge across products.