Tier 2 Support Agent
Executive Mandate Specification
Purpose of Role
We are seeking a Tier 2 Support Agent to join our team. The successful candidate will be responsible for providing technical support to our clients, ensuring that their queries and issues are resolved in a timely and efficient manner. You will work closely with our Tier 1 support team and escalate complex issues to the Tier 1 team when necessary.
We offer a competitive salary and benefits package, as well as opportunities for professional development and growth within the company. If you are someone with a passion for technology and helping others, we encourage you to apply for this exciting opportunity.
Responsibilities & Duties
- Ensuring customers get prompt and efficient solutions to their support queries
- Collaborate with other teams to ensure that all client needs are met
- Escalating any tickets that need extra attention to the Dev team or supplier
- Communicate with customers effectively about ticket progress
- Troubleshoot and resolve technical issues in a timely and efficient manner
- Identify and escalate potential product issues with the product team
- Use debugging and reporting tools to provide problem analysis
- Provide technical support to the wider business for any ad hoc issues
Qualification Skills
- Basic computing skills. All learning will be done “on the job”
- Any background in a technical service role is beneficial but not required
People Specification
- Excellent Customer Service
- Keen problem solver
- Patient with customers and colleagues
- Works well in a team
Salary: £30,000 - £35,000
Job Type: Full-time
Salary: £30,000.00-£35,000.00 per year
Schedule:
- Monday to Friday
- No weekends
Ability to commute/relocate:
- Dorchester: reliably commute or plan to relocate before starting work (required)
Experience:
- Technical support: 2 years (required)
Work Location: Hybrid remote in Dorchester
Statutory Executive Benefits & Governance
- Executive Health, Vision & Dental Coverage with Global Provider Options
- Corporate Pension Auto-Enrolment / 401(k) Retirement Plan with Fiduciary Matching
- Annual Discretionary Performance Incentive & Long-Term Equity Participation
- Executive Leave Allotment, Statutory Holidays & Dedicated Health Care Reserves
- US Department of Labor & E-Verify Work Authorization Sponsorship