Job Opportunities in United States
November 4, 2024
ABM Technology Group
Fargo
FULL TIME
Escalation Support
Overview: We are seeking a highly skilled and experienced Escalation Tier 2 Specialist to join our team. The ideal candidate will have a strong technical background, excellent problem-solving skills, and the ability to handle complex customer issues efficiently. This role involves providing advanced support, managing escalations, and ensuring customer satisfaction.
Job Description:
· Advanced Technical Support: Provide in-depth technical support for complex issues that have been escalated from Tier 1 support. This includes analyzing the root cause of problems, implementing solutions, and ensuring issues are resolved in a timely manner.
· Issue Resolution: Diagnose, troubleshoot, and resolve technical problems related to [specific products/services]. Utilize advanced diagnostic tools and techniques to identify and fix issues.
· Customer Communication: Communicate effectively with customers to understand their issues, provide updates, and ensure resolution. Maintain a high level of professionalism and empathy in all interactions.
· Documentation: Maintain detailed records of customer interactions, issues, and resolutions in the support database. Ensure all documentation is accurate, thorough, and up-to-date.
· Collaboration: Work closely with Tier 1 support, engineering, and product teams to resolve issues and improve processes. Participate in cross-functional meetings to discuss ongoing issues and potential improvements.
· Training and Mentorship: Provide guidance and training to Tier 1 support staff to enhance their technical skills and knowledge. Develop training materials and conduct training sessions as needed.
· Escalation Management: Manage and prioritize escalated cases, ensuring timely and effective resolution. Act as the point of contact for high-priority issues and coordinate with other teams to resolve them.
· Continuous Improvement: Identify areas for process improvement and contribute to the development of best practices for the support team. Participate in post-incident reviews and implement lessons learned.
· Technical Expertise: Stay up-to-date with the latest technologies, tools, and best practices in the industry. Continuously improve your technical skills and knowledge through training and professional development.
Ideal Candidate will have the following:
· Experience: Minimum of 5 years in a technical support or escalation role.
· Technical Skills: Proficiency in [specific technologies, software, or tools relevant to the role]. Strong understanding of networking, operating systems, and troubleshooting methodologies.
· Problem-Solving: Strong analytical and problem-solving skills with the ability to think critically and creatively. Ability to handle complex technical issues and develop effective solutions.
· Communication: Excellent verbal and written communication skills. Ability to explain technical concepts to non-technical users clearly and concisely.
· Customer Focus: Strong customer service orientation with a commitment to delivering high-quality support. Ability to manage customer expectations and handle difficult situations with professionalism.
· Team Player: Ability to work collaboratively in a team environment. Willingness to share knowledge and help others.
· Adaptability: Flexibility to adapt to changing priorities and handle multiple tasks simultaneously. Ability to work in a fast-paced environment.
· Certifications: Relevant certifications (e.g., ITIL, Comp TIA, etc.) are a plus.
Education:
· Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
Benefits:
· Competitive salary and benefits package
· Opportunities for professional growth and development
· Collaborative and inclusive work environment
Job Type: Full-time
Pay: $55,000.00 - $70,000.00 per year
Benefits:
Job Description:
· Advanced Technical Support: Provide in-depth technical support for complex issues that have been escalated from Tier 1 support. This includes analyzing the root cause of problems, implementing solutions, and ensuring issues are resolved in a timely manner.
· Issue Resolution: Diagnose, troubleshoot, and resolve technical problems related to [specific products/services]. Utilize advanced diagnostic tools and techniques to identify and fix issues.
· Customer Communication: Communicate effectively with customers to understand their issues, provide updates, and ensure resolution. Maintain a high level of professionalism and empathy in all interactions.
· Documentation: Maintain detailed records of customer interactions, issues, and resolutions in the support database. Ensure all documentation is accurate, thorough, and up-to-date.
· Collaboration: Work closely with Tier 1 support, engineering, and product teams to resolve issues and improve processes. Participate in cross-functional meetings to discuss ongoing issues and potential improvements.
· Training and Mentorship: Provide guidance and training to Tier 1 support staff to enhance their technical skills and knowledge. Develop training materials and conduct training sessions as needed.
· Escalation Management: Manage and prioritize escalated cases, ensuring timely and effective resolution. Act as the point of contact for high-priority issues and coordinate with other teams to resolve them.
· Continuous Improvement: Identify areas for process improvement and contribute to the development of best practices for the support team. Participate in post-incident reviews and implement lessons learned.
· Technical Expertise: Stay up-to-date with the latest technologies, tools, and best practices in the industry. Continuously improve your technical skills and knowledge through training and professional development.
Ideal Candidate will have the following:
· Experience: Minimum of 5 years in a technical support or escalation role.
· Technical Skills: Proficiency in [specific technologies, software, or tools relevant to the role]. Strong understanding of networking, operating systems, and troubleshooting methodologies.
· Problem-Solving: Strong analytical and problem-solving skills with the ability to think critically and creatively. Ability to handle complex technical issues and develop effective solutions.
· Communication: Excellent verbal and written communication skills. Ability to explain technical concepts to non-technical users clearly and concisely.
· Customer Focus: Strong customer service orientation with a commitment to delivering high-quality support. Ability to manage customer expectations and handle difficult situations with professionalism.
· Team Player: Ability to work collaboratively in a team environment. Willingness to share knowledge and help others.
· Adaptability: Flexibility to adapt to changing priorities and handle multiple tasks simultaneously. Ability to work in a fast-paced environment.
· Certifications: Relevant certifications (e.g., ITIL, Comp TIA, etc.) are a plus.
Education:
· Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
Benefits:
· Competitive salary and benefits package
· Opportunities for professional growth and development
· Collaborative and inclusive work environment
Job Type: Full-time
Pay: $55,000.00 - $70,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible schedule
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Professional development assistance
- Retirement plan
- Vision insurance
- 8 hour shift
- Monday to Friday
- Weekdays
- Operating systems: 1 year (Required)
- Training & development: 3 years (Required)
- Technical support: 5 years (Required)
- Analysis skills: 2 years (Required)
- Fargo, ND 58104: Relocate before starting work (Required)
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