Tier 2 Tech Support Specialist

hace 4 semanas


Panama Simera A tiempo completo

This role involves troubleshooting and resolving complex technical issues related to hardware, software, and networking, as well as identifying and resolving underlying issues that contribute to the problem. The Tier 2 Tech Support will work closely with the customer and other teams to provide a resolution in a timely manner. Key Responsibilities Respond to customer inquiries escalated from the Tier 1 team Troubleshoot and diagnose complex technical issues related to hardware, software, and networking Identify and resolve underlying issues that contribute to the problem Provide solutions to customer issues and follow up to ensure resolution Escalate complex issues to higher-level support teams as needed Document customer interactions and resolutions in a ticketing system Maintain a high level of customer service and professionalism at all times Qualifications High school diploma or equivalent C1/C2 English 2-3 years of experience in technical support or a related field Strong verbal and written communication skills Advanced knowledge of hardware, software, and networking concepts Ability to troubleshoot and diagnose complex technical issues Strong customer service skills Experience in a Tier 1 Tech Support role is preferred Certifications in relevant technology is a plus.


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