Tier 2 Customer Support Agent

5 days ago

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Interiors International

WebsiteLinkedInAll Job Openings

Architecture • Interior design • Project management • General contractor

11 - 50 employees

Founded 1983

Description

• As a Tier 1 agent, advancing to a Tier 2 position involves taking on more complex technical challenges and providing higher-level support. • The T2 role focuses on resolving advanced issues, collaborating across departments, and contributing to continuous improvement in support processes. • This role requires strong technical skills, excellent problem-solving abilities, and a proven track record of consistent performance. • Advanced Troubleshooting: Resolve complex technical issues that require in-depth analysis and specialized knowledge. • Serve as an escalation point for T1 agents, offering guidance on challenging cases. • Prepare tickets for escalation to T3, ensuring quick resolutions and seamless transitions for team members. • Customer Support: Manage customer inquiries across various channels, including live chats and phones and email tickets. • Conduct 1-on-1 paid customer consultations, providing personalized and detailed assistance. • Manage case load to prevent SLA breaches and ensure quick resolution times. • Collaboration: Work closely with other departments to resolve issues and improve the overall support process. • Lead team trainings and act as a subject matter expert, sharing knowledge with new agents. • Additional Responsibilities: Handle offhand projects that arise and need to be completed. • Provide guidance to team members by answering questions via Slack. • Perform SQL database updates and changes as required. • Participate in QA and regression testing to ensure software quality.

Requirements

• Expertise in troubleshooting complex issues, product configurations, and SQL proficiency. • Ability to train other team members, create support documentation, and ensure knowledge transfer. • Monitor and enhance team performance, ensuring adherence to SLAs and quality standards. • Effectively communicate technical issues and updates as a liaison between internal teams and across departments. • Resolve escalated issues with professionalism and maintain high-quality customer interactions. • Identify and implement process enhancements for efficiency and effectiveness. • Consistent attendance and availability to support the team and customers.