Tier 2 Technical Support Agent

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Oversee a large volume of Tier 2 support tickets, addressing intricate technical problems, escalating as necessary, and ensuring compliance with SLA requirements while maintaining precision under pressure.

• Act as the team's authority on web development topics, including APIs, webhooks, and authentication.

• Develop an in-depth understanding of CRM systems, with a particular focus on GoHighLevel.

• Resolve issues related to payment processing, billing inquiries, and verification problems, escalating any unresolved cases and keeping customers updated throughout the resolution process.

• Recognize opportunities to enhance support procedures.

• Produce knowledge base articles and instructional videos.

• Manage support-related data tasks effectively.

• Foster robust relationships with Customer Success Managers, Development, Product, Onboarding, and Sales teams.

• Confirm technical requirements and ensure that stakeholders receive accurate information.

• Perform effectively under pressure, both independently and collaboratively, across a busy ticket queue.

• Become the primary technical resource for complicated, escalated support matters.

• Consistently achieve SLA and precision goals.

• Enhance the knowledge base and contribute to the development of support processes.

⛳️ Requirements

• Proven experience in technical support or a Tier 2 support position, ideally within SaaS or software settings.

• Strong abilities in troubleshooting, analysis, and problem-solving.

• Knowledge of APIs, webhooks, and fundamental web development concepts.

• Exceptional written and verbal communication skills, including the ability to simplify complex technical concepts for non-technical audiences.

• Excellent organizational skills with the capability to juggle multiple tasks in a dynamic environment.

• Experience with Stripe or other payment processors is advantageous.

• Basic familiarity with CRM platforms is highly beneficial.

• Ability to collaborate effectively across various departments.

• Willingness to work weekends, with two scheduled days off during the week.

• Capacity to work independently and with supervision under pressure.

• Ability to meet SLA and accuracy standards.

🏝️ Benefits

• Birthday Leave – Enjoy your birthday off, courtesy of us.

• Wellness Days – Two additional wellbeing days each year, separate from your annual leave.

• Work From Anywhere – Take advantage of up to two weeks each year to work from anywhere in the world.

• Home Office Allowance – Create a workspace that you will truly enjoy.

• Paid Parental Leave – Support for both primary and secondary caregivers.