About The Role
The T2 Technical Support Specialist is responsible for managing and resolving more complex technical and administrative enquiries that cannot be resolved by Tier 1 Support. This role requires advanced technical expertise, enhanced system access, and a deeper understanding of our internal processes.
The T2 Technical Support Specialist plays a critical role in ensuring the seamless escalation and resolution of issues, contributing to the overall efficiency and effectiveness of our support operations.
This role involves close collaboration with Tier 1 Support, as well as other departments, to ensure a cohesive approach to customer service. You will also play a key role in mentoring Tier 1 Agents, providing guidance, and helping to improve their problem-solving abilities.
Key Responsibilities
- Responding to escalated customer queries with a higher level of technical expertise via helpdesk(email/chat), video meeting or phone.
- Diagnosing and troubleshooting complex technical issues that require deeper system access and knowledge.
- Performing advanced system changes and configurations based on customer requests and requirements.
- Collaborating with Tier 1 Support to identify common issues and provide feedback to improve first-level support processes.
- Documenting and updating detailed troubleshooting procedures and solutions in our internal knowledge base.
- Assisting in the development and implementation of training programs for Tier 1 Support Agents.
- Proactively identifying potential system-wide issues and escalating them to the appropriate technical teams.
- Liaising with internal teams (e.g., Development, Product Management) to resolve customer issues that require further investigation.
- Ensuring that all escalated tickets are handled within the set SLAs and contributing to continuous improvement initiatives within the support team.
Metrics/KPIs for Performance Measurement
- Ticket Escalation Rate: Measure the percentage of tickets escalated from Tier 1 that are resolved successfully by T2 without further escalation.
- Resolution Time: Track the average time taken to resolve complex customer issues that have been escalated to T2.
- Customer Satisfaction Score (CSAT): Reflect the satisfaction level of customers whose issues were handled by T2.
- Knowledge Base Contribution: Track the number of new or updated knowledge base articles contributed by the T2 Specialist.
- Internal Feedback Score: Measure feedback from Tier 1 Support and other departments regarding the effectiveness of T2 Support.
- System Uptime Impact: Monitor how often T2 Support resolves issues that prevent downtime or significant service disruptions.
Qualifications and Requirements
- Post-matric qualification in IT, business administration, management, or a related field is essential.
- Proven experience in a customer service/support role with a focus on technical troubleshooting, preferably in a high-volume B2C technology, finance, or e-learning environment.
- Strong technical skills with a deep understanding of system configurations, software troubleshooting, and IT support processes.
- Experience with advanced CRM systems (preferably HubSpot) and a proven ability to leverage these systems for complex issue resolution.
- Excellent command of English, with strong technical writing skills for documentation purposes.
- Strong organisational skills with the ability to manage multiple high-priority issues simultaneously.
- Demonstrated ability to work effectively under pressure in a fast-paced and evolving environment.
Key Competencies
- Technical Expertise: Proficiency in diagnosing and resolving complex technical issues with minimal guidance.
- Advanced Problem-Solving: Ability to analyse complex situations, identify root causes, and implement effective solutions.
- Mentorship: Ability to guide and support Tier 1 Agents, contributing to their professional growth and improving overall team performance.
- Communication: Strong communication skills, particularly in explaining technical concepts to non-technical stakeholders.
- Collaboration: Ability to work closely with other departments and teams to ensure customer issues are resolved efficiently.
- Adaptability: Ability to adapt to changing systems, processes, and technologies quickly.
- Attention to Detail: Ensuring thoroughness in documenting processes, solutions, and troubleshooting steps.