Tier 2 Support Specialist - Remote - Technical Product Expert with Advanced Troubleshooting Skills
Join Our Team as a Tier 2 Support Specialist - Remote
Embark on a new challenge and make a meaningful impact as a Tier 2 Support Specialist - Remote! We're seeking a highly skilled and passionate individual to join our team in a fully remote capacity. As a technical product expert, you will be responsible for investigating and resolving complex product and technical issues, collaborating with cross-functional teams, and driving success through your exceptional problem-solving skills.
About Our Company and Industry
Our company is a leader in providing innovative solutions that transform the way people interact with technology. We're committed to delivering exceptional customer experiences and fostering a culture of collaboration, innovation, and growth. Our industry is rapidly evolving, and we're looking for talented professionals like you to help us stay ahead of the curve.
Job Summary
As a Tier 2 Support Specialist - Remote, you will serve as the final escalation point for support line and Tier 1 support, investigating and resolving complex product and technical issues. You will work closely with QA, product management, and engineers to troubleshoot, document, and prioritize issues. Your strong technical background, excellent problem-solving skills, and passion for technology will enable you to drive success in this role.
Key Responsibilities
- Investigate and Triage Product or Technical Issues: Identify, analyze, and resolve complex product and technical issues in a timely and efficient manner.
- Escalation Point: Serve as the final escalation point for support line and Tier 1 support, providing expert-level support and resolution.
- Collaborate with Cross-Functional Teams: Work closely with QA, product management, and engineers to troubleshoot, document, and prioritize issues.
- Create Bug Tickets: Create and manage bug tickets using ClickUp, ensuring accurate and detailed documentation.
- Assist with Testing and Deployment: Assist QA engineers with testing, deployment, and verification of fixes on production.
- Maintain Records: Maintain a consistent record of diagnosing and resolving product or technical issues.
- Technical Documentation: Assist in the creation and refinement of technical documentation.
Essential Qualifications
- Experience: At least 2 years of experience in a similar role, such as technical support, analyst, or specialist.
- Technical Background: Strong technical background, excellent problem-solving skills, and a passion for technology.
- Communication Skills: Strong verbal and written communication skills.
- Self-Motivation: Self-motivated with the ability to work independently.
- Team Player: Fast learner and strong team player, willing to help teammates, share knowledge, and learn from others.
Preferred Qualifications
- Messaging/Phone/Telephony Systems: Experience with messaging/phone/telephony systems (SMS).
- Web Applications: Experience working with web applications.
- Mobile App Testing: Mobile app testing or mobile app support experience.
- API Testing: Experience with API testing and associated tooling.
- Programming or Scripting Languages: Experience with basic programming or scripting languages (C#, TypeScript, Python).
- Database Management: Database management experience.
- QA Testing or Automation: Experience with QA testing or automation.
Skills and Competencies
- Problem-Solving: Excellent problem-solving skills, with the ability to analyze complex issues and provide effective solutions.
- Communication: Strong verbal and written communication skills, with the ability to effectively communicate technical information to non-technical stakeholders.
- Collaboration: Ability to collaborate with cross-functional teams, including QA, product management, and engineers.
- Adaptability: Ability to adapt to new technologies, tools, and processes.
- Time Management: Excellent time management skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
Career Growth Opportunities and Learning Benefits
We're committed to helping our employees grow and develop their skills. As a Tier 2 Support Specialist - Remote, you'll have access to:
- Training and Development: Ongoing training and development opportunities to help you stay up-to-date with the latest technologies and trends.
- Mentorship: Opportunities to work with experienced mentors who can provide guidance and support.
- Career Advancement: Opportunities for career advancement and growth within the company.
Work Environment and Company Culture
We offer a flexible and remote work environment that allows you to work from anywhere. Our company culture is built on:
- Collaboration: We believe in collaboration and teamwork, and we encourage our employees to work together to achieve common goals.
- Innovation: We're committed to innovation and continuous improvement, and we encourage our employees to think creatively and suggest new ideas.
- Recognition: We recognize and reward our employees for their hard work and contributions.
Compensation, Perks, and Benefits
We offer a comprehensive compensation package that includes:
- Competitive Salary: A competitive salary that reflects your skills and experience.
- Benefits: A robust benefits package that includes medical, dental, vision, and life insurance, as well as a 401(k) matching program.
- Perks: Additional perks, such as a generous paid holiday schedule, flexible spending accounts, and a company-paid employee assistance program.
Conclusion
If you're a motivated and skilled technical support specialist looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Tier 2 Support Specialist - Remote, you'll have the chance to make a meaningful impact, grow your skills, and work with a talented team of professionals. Don't miss out on this opportunity - apply now and take the first step towards a rewarding and challenging career!
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