Customer Support Representative – Tier 2

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Oversee and resolve intricate technical issues that have been escalated from Tier 1.

• Utilize advanced troubleshooting techniques across various hardware, software, networks, products, and platforms.

• Take ownership of complicated or prolonged customer cases until resolution is achieved.

• Keep updated knowledge of both current and past products.

• Conduct research and investigate problems that standard troubleshooting methods do not resolve.

• Collaborate with internal teams to explore and address challenging technical issues.

• Offer technical guidance, coaching, and support to Tier 1 Representatives.

• Aid in the training and development of team members.

• Maintain familiarity with business systems and support tools.

• Manage personal case workload while also addressing escalated issues.

• Identify opportunities to enhance support processes, procedures, and knowledge resources.

• Engage in projects, meetings, and initiatives aimed at continuous improvement.

• Ensure accurate case documentation and maintain professional communication with customers.

• Meet predefined operational, quality, and customer support KPIs.

⛳️ Requirements

• A minimum of 4 years of experience in call center technical support.

• At least 5 years of professional experience in computer and network troubleshooting.

• Extensive experience in technical support, service desk, desktop support, or IT support roles.

• Strong troubleshooting abilities across hardware, software, networks, operating systems, and business applications.

• High proficiency in Windows, ChromeOS, iOS, Android, macOS, and Microsoft Office.

• Familiarity with cloud computing and relational database concepts.

• Demonstrated experience in managing complex and escalated technical issues.

• Experience working with various business systems and collaborating with internal technical teams.

• Capability to coach, guide, and share technical knowledge with Tier 1 colleagues.

• Excellent problem-solving, critical-thinking, and prioritization abilities.

• Exceptional written and verbal communication skills in English.

• Ability to clearly articulate complex technical issues to non-technical customers.

• Strong skills in ticket management and documentation.

• Capacity to remain calm, professional, and customer-focused while addressing complex or challenging issues.

🏝️ Benefits

• Flexible remote work arrangement.