The Technical Support Representative II is responsible for providing advanced technical support to customers who are experiencing technical issues with their products or services. This position will use technical knowledge to identify and troubleshoot problems, and provide timely and effective solutions to customers. Additionally, this position will provide excellent customer service to ensure customer satisfaction and loyalty.

What does a day in the life as a Technical Support Representative II look like?

• Provides advanced technical support to customers who are experiencing technical issues with their products or services while delivering excellent customer service
• Identifies and troubleshoots advanced technical problems, and provides timely and effective solutions to customers
• Communicates technical solutions to non-technical customers in a clear and concise manner
• Escalates complex issues to higher-level team members as necessary
• Documents customer interactions and technical issues in a customer relationship management (CRM) system
• Provides feedback on product improvements and enhancements based on customer feedback and technical issues
• Continuously improves knowledge of products, services, and processes by participating in training programs and continuous learning modules
• Collaborates with other departments as needed to resolve customer issues
• Maintains a positive, empathetic, and professional attitude toward customers and colleagues at all times
• Adheres to company policies and procedures
• Meets or exceeds performance targets for related KPI’s

What are the required qualifications of a Technical Support Representative II?

• 2 years of experience in technical support or equivalent, preferably in a call center environment
• Strong communication skills, both verbal and written
• Advanced technical troubleshooting knowledge in hardware, software, and/or systems
• Proficiency in using computer applications and software
• Experience using a CRM preferred
• Can start ASAP
• Must passed the WFH device specifications
• Willing to work on a project-based setup

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