Full-Time Product Technical Support - Tier 2

Reporting to the Manager, Product Technical Specialist, the Product Technical Support Tier 2 is responsible for providing advanced technical support to customers and internal users. This role involves troubleshooting complex technical issues, offering solutions, and ensuring customer satisfaction. The ideal candidate will have strong technical expertise, excellent problem-solving skills, coaching skills and the ability to work independently and as part of a team.

• Advanced Troubleshooting: Responsible for the advanced troubleshooting of technical issues or user reported problems
• In-Depth Issue Understanding: Work with the end-users (such as our clients, suppliers, and internal super users) or Tier 1 colleagues to understand product issues more in-depth
• Proactive Communication: Communicate proactively to internal end-users regarding expected or identified issues
• Queue Management: Effectively manage Product Support Tier 2 queue by updating cases and tracking interactions in the ticketing system for timely responses and accurate records.
• Issue Reproduction and Definition: Find path to reproducing and clearly defining identified product issues raised by our clients and suppliers
• Logging Tools Utilization: Advanced utilization of logging tools to identify and provide necessary logs for investigation
• Issue Summarization: Summarize ongoing product issues for management and Assent leadership
• Issue Extrapolation: Identify patterns from reported problems to predict potential widespread issues.
• JIRA Ticket Management: Responsible for creation and updating of Jira tickets related to reported bugs
• Issue Escalation Cases: Handle escalated customer issues and providing updates on a timely manner.
• Knowledge Base Documentation: Assist in developing and updating technical support documentation and knowledge base articles.
• Interdepartmental Collaboration: Collaborate with other departments to resolve customer issues and improve product functionality.
• Expert Application Use: Become an expert user of Assent Applications
• Mentoring and Coaching: Ability to mentor and coach Tier 1 agents by providing guidance on issues
• Continuous Learning: Stay up-to-date with product updates, technologies, and best practices to provide high-quality support.

Qualifications:

• Great verbal and written communication skills, primarily in English, able to summarize information clearly and concisely
• Bachelor's Degree/Higher Diploma from a recognized learning institution or relevant experience
• 3+ years of experience in a technical support role, with at least 1 year in a Tier 1 or higher position.
• Technical Expertise: Strong technical background with proficiency in troubleshooting and resolving complex technical issues.
• Proficiency in using advanced troubleshooting tools e.g SQL, API.
• Problem-solver who is a fast learner, self-motivated, and willing to go the extra mile
• Proficiency in using ticketing systems (e.g. Salesforce, JIRA) and remote support tools.
• Skilled in documenting solutions and creating knowledge base articles to aid both clients and internal teams.
• Strong customer service orientation and the ability to handle difficult situations with professionalism.

You excel at managing multiple tasks and priorities independently, thriving in fast-paced and dynamic environments with high adaptability and flexibility.

You have a natural curiosity about technology and AI, constantly seeking to understand how they work and exploring their potential.

You are a critical thinker and can suggest, implement, and support efficient and effective workarounds

You are a diligent, detail-oriented, and conscientious individual who consistently works towards providing solutions, achieving excellence, and driving results.

You consider yourself a lifelong learner, you have an insatiable thirst for knowledge, and are always striving to self-improve

You are proficient in the use of MS Office Suite, Google Applications, and other Office productivity tools.

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