Software Support Technician

Description:

As a Software Support Technician - Tier 2, you will be supporting customers using Point of Rental software. The primary role of the Tier 2 Support Tech is to deliver an awesome experience to our customers. A qualified Technician thrives on going above and beyond on every interaction and will be the primary voice of POR to our customers.

Key Responsibilities

Advanced Troubleshooting: Diagnose and resolve complex software issues that Tier 1 support cannot handle, utilizing in-depth technical knowledge and analytical skills.

Technical Support: Provide support for software applications, including installation, configuration, and upgrades. Address bugs, performance issues, and user inquiries. Respond to customer requests for assistance.

● Use knowledge and skills to address customer’s needs and resolve basic problems within existing specifications and defined standards

● Provide an exceptional customer experience demonstrating excellent communication skills, responsive follow through, and advocacy for customer issues within the support team and other internal departments

● Provide thorough and complete case notes and documentation of customer issues

● Analyze customer problems and research solutions using the base knowledge of the

software

● Diagnose customer issues through process of elimination by asking probing questions

● Document issues appropriately based on existing guidelines

Escalation Management: Act as a point of escalation for Tier 1 support staff, ensuring that issues are resolved in a timely and efficient manner.

Collaboration: Work closely with development teams to identify and address software issues. Provide feedback for continuous improvement.

Training and Mentoring: Assist in training Tier 1 support technicians and contribute to the development of support documentation and knowledge base articles.

System Monitoring: Monitor software performance and stability. Implement proactive measures

Education & Experience

Essential qualifications

● Experience: Minimum of 5 years of experience