2nd Line Support
- Recruiter
- Confidential
- Location
- Northampton
- Salary
- 10% Bonus + Shares + Remote +Bens
- Posted
- 30 Apr 2022
- Closes
- 28 May 2022
- Sectors
- IT, IT Support
- Contract Type
- Permanent
- Hours
- Full Time
We specialise in the recruitment of high quality candidates in the Technology Support sector. We have an excellent opportunity for a 2nd Line Support / Tier 2 Escalation Specialist role.
GBP31,450 - GBP47,000 + 10% Bonus + Shares + Remote working + Amazing other benefits.
2nd Line Support / Tier 2 Escalation Specialist Core Duties
* Discover, investigate, test, document, resolve or escalate customer reported issues
* Handle escalated cases from Tier 1 with a sense of ownership and customer focus
* Support customers via email, phone, screen-share, and chat
* Thoroughly understand, reproduce, document, and solve technical issues
* Learn new technologies, programming languages, frameworks, and networking concepts
* Work with colleagues and cross-departmental peers to investigate complex customer issues
* Identify opportunities for improve applications, API, apps and integrations
* Occasionally support Tier 3 on-call Engineer during application incidents
* Contribute to internal KCS knowledge base
2nd Line Support / Tier 2 Escalation Specialist Key Skills
* Ability to speak fluent German and English
* 2+ years Tier 1 Support experience or 1+ year in an escalation capacity - supporting a SaaS product is advantageous
* An understanding of the SaaS software model
* General understanding with RESTful APIs and ability to evaluate and discuss technical integration scenarios and architectural concepts
* Familiarity with one or more programming languages or conceptual understanding of programming basics
* Excellent interpersonal and communication (written/verbal) skills
* Customer-facing role experience
* Ability to break-down complex issues to troubleshoot and understand possible causes
* Experience working with ticketing / CRM tools
* Manage investigations that may be ambiguous and manage the customer expectations
* Empathize with customers and the resulting business impact they're experiencing
* Bachelor's degree, STEM degree or relevant industry certifications
Are you enthusiastic about the 2nd Line Support / Tier 2 Escalation Specialist job? Send us your CV in Word format today
GBP31,450 - GBP47,000 + 10% Bonus + Shares + Remote working + Amazing other benefits.
2nd Line Support / Tier 2 Escalation Specialist Core Duties
* Discover, investigate, test, document, resolve or escalate customer reported issues
* Handle escalated cases from Tier 1 with a sense of ownership and customer focus
* Support customers via email, phone, screen-share, and chat
* Thoroughly understand, reproduce, document, and solve technical issues
* Learn new technologies, programming languages, frameworks, and networking concepts
* Work with colleagues and cross-departmental peers to investigate complex customer issues
* Identify opportunities for improve applications, API, apps and integrations
* Occasionally support Tier 3 on-call Engineer during application incidents
* Contribute to internal KCS knowledge base
2nd Line Support / Tier 2 Escalation Specialist Key Skills
* Ability to speak fluent German and English
* 2+ years Tier 1 Support experience or 1+ year in an escalation capacity - supporting a SaaS product is advantageous
* An understanding of the SaaS software model
* General understanding with RESTful APIs and ability to evaluate and discuss technical integration scenarios and architectural concepts
* Familiarity with one or more programming languages or conceptual understanding of programming basics
* Excellent interpersonal and communication (written/verbal) skills
* Customer-facing role experience
* Ability to break-down complex issues to troubleshoot and understand possible causes
* Experience working with ticketing / CRM tools
* Manage investigations that may be ambiguous and manage the customer expectations
* Empathize with customers and the resulting business impact they're experiencing
* Bachelor's degree, STEM degree or relevant industry certifications
Are you enthusiastic about the 2nd Line Support / Tier 2 Escalation Specialist job? Send us your CV in Word format today