Technical Support Representative, Tier II

Uniguest

3d•Remote

About The Position

Uniguest's Tier II Tech Support Representative provide second-tier technical support for Uniguest customers via telephone, chat, and support portal. Tier 2 takes ownership of break/fix customer issues and represents a higher level of resolution skill and customer satisfaction for our business. In this remote position, you will contribute to the IP of Uniguest and support the mission of the company and the tech support group.

Requirements

Previous Tier 1 experience with proven performance and ability to handle escalations effectively.
Strong troubleshooting skills in both software and hardware.
Excellent customer service skills with a proactive and problem-solving mindset.
Strong troubleshooting skills with software and hardware, including PCs, printers, wired/wireless networking, and peripherals.
Familiarity with Windows OS, macOS and Linux.
Passion for technology, customer service, and taking on increased responsibilities.
Strong written and verbal communication skills to support both technical and non-technical users.
Ability to work independently and collaboratively with a proactive, problem-solving mindset.
Advanced soft skills with a focus on customer satisfaction and turning customers into promoters.
Goal-oriented yet adaptable to shifting priorities and business needs.
Passion for delivering top-tier customer support in a 24x7x365 environment.

Nice To Haves

Candidates with or pursuing an associate’s degree in an IT-related field; certifications such as A+, Network+, MCP, Linux, etc. are a plus.

Responsibilities

Provide technical support for customers by troubleshooting a variety of applications and product lines.
Assist Tier 1 agents by providing guidance, clarifying processes, and reinforcing best practices to improve first-call resolution rates.
Encourage and promote the use of the Knowledge Base, identifying areas for improvement and training Tier 1s on effective usage.
Take ownership of complex customer issues, ensuring timely resolution while minimizing unnecessary escalations.
Work with customers and their IT teams to resolve long-duration issues effectively.
Provide one-on-one coaching for Tier 1 agents to help them grow and develop.
Help manage the Tier 2 case backlog by properly categorizing, prioritizing, and actively working cases.
Ensure accurate and thorough documentation in the Uniguest case system.
Complete assigned projects, including account organization, documentation, and process improvements.
Escalate cases appropriately to higher Tier or Supervisor when necessary.
Bring creative solutions and innovation to drive continuous improvement.
Maintain a strong understanding of Uniguest procedures and policies, setting an example for coworkers.
Performs other related duties as needed.