Level 2 Support Agent
About The Position
VisualVault is a global enterprise SaaS platform that provides high-volume, multi-tenant business process automation. The Level 2 Support Agent responds to customer questions about product applications, analyzes problems to identify causes, and recommends corrective actions and solutions. The role also provides guidance to Level 1 Support Agents and supports the main VisualVault product and additional VisualVault applications. The agent monitors, gathers, and analyzes data from product sources to assess observed events. They interpret user requirements and convey specifications to technical support, product development, and engineering groups. This full-time hybrid position is based at VisualVault’s main office in Tempe, Arizona and requires two office days per week. The role reports to the Technical Support Manager.
Requirements
- At least 3 years of experience in a technology field.
- Bachelor’s degree or equivalent experience.
- Extensive experience handling customer support requests, issues, and problem resolution.
- Experience writing SQL queries.
- Experience diagnosing scripting languages such as JavaScript and Python.
- Ability to work independently and take initiative to provide business solutions.
- Collaborative and customer-focused, with the ability to create visible value.
- Self-directed, with excellent time-management and organizational skills.
- Highly motivated self-starter who takes initiative.
- Demonstrated analytical skills, especially in root-cause analysis and metrics-driven productivity and effectiveness.
Responsibilities
- Serve as secondary product support for escalated tickets from Level 1 or Level 3 Agents or leadership.
- Respond to customers with quality updates that meet service level agreements (SLAs).
- Manage and troubleshoot tickets assigned to the Level 2 group and to the agent.
- Analyze complex problems and use judgment within defined procedures to determine appropriate action.
- Complete company-provided training courses and continually learn new material.
- Identify, analyze, and evaluate problems and opportunities; recommend and implement potential solutions in customer environments.
- Break down issues into components and use appropriate tools to resolve them or escalate them to Level 3 Support Agents for further investigation.
- Share knowledge and mentor customers and team members on effective software usage.
- Act as a knowledge resource on case review calls.
- Perform other assigned duties.
- Monitor, gather, and analyze data from product sources to determine the significance of observed events.
- Interpret user requirements and develop or convey specifications to technical support, product development, and engineering groups.
- Recommend solutions to application questions and Level 1 Support Agents.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
