Hiring L2 Support Expert

Hiring L2 Support Expert and L1 Support

Application Support | Trouble Shooting | L2 Technical Support | No-SQL | Linux / UNIX | HTTP | JSON / XML | Java Script | Bash

Overview :

L2 Support Expert is software focused, technology savvy and forms part of our Global Customer Support team

The role requires strong technical skills, good communication skills, troubleshoot issues, identify workarounds and solutions, as well as juggle several tasks at a time.

He is accountable for the individual achievement of SLA targets and manages and maintains the tasks queue.

Requirements

• Ability to keep Customer at the forefront of all requests and advocate for the Customer’s needs at all times.
• Ability to understand varied and complex product configurations and support customers through various means of communication including email, phone, chat, forums and social media.
• Identify, resolve or manage the resolution of system issues
• Troubleshoot platform issue raised by clients or internal and escalate to the next level if can’t be solved beyond the expertise
• Communicate to other department and teams keeping stakeholders and management informed
• Updating and managing Knowledge base
• Manage escalation process of issues from L1
• Mentor Technical Support Specialists (L1) to help them understand more complex issues / configurations

Own and track tasks within SLAs

Benefits

Specialist Knowledge / Experience Required

No-SLQ (Mongo)

Desirable knowledge / skills :