Job Description
As a core member of the technical support team, you will serve as Level 2 support specialist responsible for resolving complex technical issues and inquiries from both business-to-consumer (B2C) and business-to-business (B2B) clients. Your primary role involves acting as a bridge between external clients and internal technical teams, ensuring seamless communication and efficient problem resolution. You will be tasked with conducting in-depth technical investigations, analyzing system logs, and providing actionable recommendations to address client concerns. Additionally, you will be responsible for documenting technical solutions, maintaining knowledge bases, and creating comprehensive reports to support decision-making. In the event of service incidents, you will assess the severity of the issue, prioritize accordingly, and escalate to the appropriate teams for urgent resolution.
Key Responsibilities
- Provide timely and accurate technical support to clients, including troubleshooting, diagnostics, and resolution of complex issues requiring specialized knowledge.
- Investigate technical problems reported by clients, analyze system logs, and identify root causes to develop effective solutions.
- Prepare detailed technical reports and documentation to communicate findings, recommendations, and resolution steps to stakeholders.
- Classify the urgency of service incidents based on impact and severity, and escalate to relevant teams for immediate action.
- Collaborate with client service teams to enhance their technical capabilities and improve overall client response efficiency.
- Document workarounds for known technical issues, ensuring knowledge is shared and accessible across teams.
- Define and maintain a standardized documentation framework for product changes and technical updates.
- Collect and analyze client feedback to identify recurring issues, trends, and opportunities for product improvement.
- Record technical issues in Jira, track their progress, and ensure timely resolution by coordinating with development teams.
- Act as a liaison between clients and internal teams, translating client needs into actionable technical requirements.
Job Requirements
- Proven experience in technical support or customer service roles, with a focus on Level 2 or escalation support.
- Strong technical expertise in system troubleshooting, log analysis, and problem-solving methodologies.
- Excellent communication skills to effectively convey complex technical information to non-technical stakeholders.
- Ability to document technical processes and solutions clearly, with proficiency in tools like Jira and Confluence.
- Attention to detail and analytical mindset to identify patterns, root causes, and resolution strategies.
- Collaborative team player with experience in cross-functional teamwork and knowledge sharing.
- Proficiency in English for written and verbal communication, with potential requirement for other languages.
- Understanding of software development lifecycle and bug tracking processes.
- Ability to prioritize tasks based on client impact and business criticality.
- Strong organizational skills to manage multiple support cases simultaneously and maintain accurate records.
- Experience with customer relationship management (CRM) tools and ticketing systems.
- Knowledge of IT service management frameworks (e.g., ITIL) is a plus.
- Ability to work independently and take ownership of technical issues from initial reporting to final resolution.
- Continuous learning mindset to stay updated with emerging technologies and system updates.
