As a Level2 Technical Support Analyst, you will be primarily responsible for escalated cases provided by frontline customer support and/or technical support via inbound or outbound through various contact methods i.e., Phone, Chat, Email.
You will provide information and in-depth troubleshooting in general business (including technical docking of maintenance center) and services help with processing orders, collecting feedback on typical product problems, providing customers with direct, efficient and professional technical and aftersales solutions.
Organize coaching for frontline agents in area of improvement, to make the overall product knowledge and technical skills better.
A L2 - Technical Support Analyst is a role where you resolve issues escalated by L1 agents within the specified time limit, or in case seek further support by escalate it to the relevant team with a timely manner. Prepare FAQ and share with the team by ...
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