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 in a software support or technical support role, with a focus on Tier 2 or higher-level support.
- Technical Skills: Strong knowledge of software troubleshooting techniques, operating systems, and applications. Experience with SQL. Experience with servers and on‑premises software.
- Education: Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience preferred.
Desired Qualifications
- Experience in the Rental Industry
- Experience using Point of Rental Software Syrinx
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