Technical Support (Tier 2) - Contractor
July 26
Description
• Provide enterprise-grade assistance to Legion customers • Diagnose and troubleshoot software issues and assist customer administrators & user through end-to-end resolution • Troubleshoot complex issues and determine if an escalation to engineering is needed • Identify severity/impact of reported issues and further escalate as necessary • For the most critical issues, work directly with the engineering team via Zoom call to drive issues to resolution as soon as possible • Troubleshoot and resolve integration issues and discrepancies between Legion and 3rd party systems • Be on an on-call rotation for after hours support including evenings and weekends • Communicate directly with customers via Zendesk and Zoom to fully understand reported issues and drive the ticket to resolution • Reproduce technical issues, thoroughly document troubleshooting steps, and escalate issues to engineering with as much detail as possible • Become an expert on Legion product configurations • Become a subject matter expert on the Legion product for the support team • Be able to support technical issues across iOS, Android OS, and Windows systems via web browsers, mobile apps and clocking devices • Identify documentation gaps by analyzing common issues • Create knowledge base documentation to enable Support as well as customers to be able to resolve common issues and tasks • Identify support trends and provide feedback and recommendations to Engineering in the form of bug reports and/or enhancement requests • Manage issues in both Zendesk and Jira to final resolution within SLA • Work with customers at all levels of the organization to provide world-class customer satisfaction
Requirements
• Previous experience in a technical support role for Software/SaaS solutions • Experience documenting best practices and procedures in an IT knowledge base • Strong proven technical focus, analytical and problem-solving skills • Excellent English language communication skills • Excellent customer management skills in highly escalated situations • Experience writing customer-facing knowledge base articles to enable customer self-service • Demonstrated passion for creating a delightful customer experience for all users • Ability to analyze a customer’s requirement and translate that into an actionable configuration of software
Benefits
• Competitive compensation and benefits packages • Remote work options
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