Tier 2 Technical Support Specialist
Location
United States
Posted
2 days ago
Salary
Not specified
Job Description
Job Requirements
- Provide high level customer service and support to different tiers of customers
- Drives customer technical support and troubleshooting issues through to conclusion by working with the appropriate people/teams within Aeroqual and keeping the customer informed throughout
- Answers customer support tickets and ensures agreed service levels are met
- Hands off service RMA jobs to the Service Technician function
- Ensures service, warranty, and repair information is captured and searchable in our ticketing and quality management system
- Submits warranty claims for approval
- Stays alert to issues that may be recurring and elevates them through the agreed procedures
- Explains the background to customer issues to the engineering team, and helps to pull together data when required
- Recommends appropriate fixes from a customer viewpoint and the best way that these should be rolled out to affected users
- Validates customer support needs across the business
Benefits
- Health, Safety and Wellbeing is proactively promoted across departments
Related Guides
Related Categories
Related Job Pages
More Support Engineer Jobs
Digital Solutions Rostering Consultants offer advanced (Tier 2) support to global customers using EdTech products, handling everything from basic functionality questions to complex setup and error resolution. This role involves interacting with customers via multiple channels to provide technical consultations, resolve account challenges, and proactively identify and solve platform issues.
Strategic Services Consultant
Sprout SocialSprout Social is a global leader in social media management and analytics software. Sprout’s award-winning platform offers intuitive and comprehensive social media management solutions, including publishing and engagement functionality, customer care, influencer marketing, advocacy, and AI-powered, predictive business intelligence. Founded in 2010 and headquartered in Chicago, Sprout has a hybrid team of 1400 people across the globe with offices in Seattle, Dublin and Poland. Sprout Social is consistently recognized as a best place to work with recent accolades from Fortune, Glassdoor, Built In and more.
Manage tailored implementation experiences for customers, oversee strategic consulting projects, and enhance social media sophistication for clients and the team.
Technical Analyst acting as liaison between business users and IT development teams
Technical Analyst providing solutions to improve business processes for RSI
