We are seeking a dedicated and knowledgeable Help Desk Level 2 Support Technician to a great team. The ideal candidate will be passionate about delivering outstanding technical support and have a strong understanding of customer service best practices. This position is critical in providing second-level support for our library clients, troubleshooting complex technical issues, and maintaining a high level of client satisfaction. If you have a strong technical background, proactive, empathetic, and able to build positive client relationships I want to hear from you.
Responsibilities:
• Installation of multilayered solutions with precision and accuracy.
• Collaboration and communication with international teams to ensure the successful execution of tasks.
• Troubleshooting technical issues, ensuring swift and efficient problem resolution.
• Coordinating repairs of end-user products, demonstrating exceptional product knowledge and customer service skills.
• Directly interfacing with end users to ensure their technology-related concerns and queries are professionally addressed.
• Managing communications across various platforms including calls, emails, and web portal support in CRM, and thoroughly documenting interactions.
• Assisting field technicians, providing troubleshooting support for all products.
• Contribute as a united team member, working diligently towards reducing ticket counts to manageable levels.
• Minimum 2 years of experience in a technical support role.
• Excellent problem-solving and critical thinking skills.
• High level customer service skills.
• Ability to work in a fast-paced environment.