L2 Technical Support

Responsibilities

• Researching and identifying solutions to software and hardware issues.
• Diagnosing and troubleshooting technical issues, including account setup and network configuration.
• Asking customers targeted questions to quickly understand the root of the problem.
• Tracking computer system issues through to resolution, within agreed time limits.
• Talking clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue.
• Properly escalating unresolved issues to appropriate internal teams (e.g., software engineers).
• Providing prompt and accurate feedback to customers.
• Referring to internal database or external resources to provide accurate tech solutions.
• Ensuring all issues are properly logged.
• Prioritizing and managing several open issues at one time.
• Following up with clients to ensure their systems are fully functiona...