Job description

About The Role

The T2 Technical Support Specialist is responsible for managing and resolving more complex technical and administrative enquiries that cannot be resolved by Tier 1 Support. This role requires advanced technical expertise, enhanced system access, and a deeper understanding of our internal processes.

The T2 Technical Support Specialist plays a critical role in ensuring the seamless escalation and resolution of issues, contributing to the overall efficiency and effectiveness of our support operations.

This role involves close collaboration with Tier 1 Support, as well as other departments, to ensure a cohesive approach to customer service. You will also play a key role in mentoring Tier 1 Agents, providing guidance, and helping to improve their problem-solving abilities.

Key Responsibilities

Responding to escalated customer queries with a higher level of technical expertise via helpdesk(email/chat), video meeting or phone.
Diagnosing and troubleshooting complex technical issues that require deeper system access and knowledge.
Performing advanced system changes and configurations based on customer requests and requirements.
Collaborating with Tier 1 Support to identify common issues and provide feedback to improve first-level support processes.
Documenting and updating detailed troubleshooting procedures and solutions in our internal knowledge base.
Assisting in the development and implementation of training programs for Tier 1 Support Agents.
Proactively identifying potential system-wide issues and escalating them to the appropriate technical teams.
Liaising with internal teams (e.g., Development, Product Management) to resolve customer issues that require further investigation.
Ensuring that all escalated tickets are handled within the set SLAs and contributing to continuous improvement initiatives within the support team.

Metrics/KPIs for Performance Measurement

Ticket Escalation Rate: Measure the percentage of tickets escalated from Tier 1 that are resolved successfully by T2 without further escalation.
Resolution Time: Track the average time taken to resolve complex customer issues that have been escalated to T2.
Customer Satisfaction Score (CSAT): Reflect the satisfaction level of customers whose issues were handled by T2.
Knowledge Base Contribution: Track the number of new or updated knowledge base articles contributed by the T2 Specialist.
Internal Feedback Score: Measure feedback from Tier 1 Support and other departments regarding the effectiveness of T2 Support.
System Uptime Impact: Monitor how often T2 Support resolves issues that prevent downtime or significant service disruptions.

Qualifications and Requirements

Post-matric qualification in IT, business administration, management, or a related field is essential.
Proven experience in a customer service/support role with a focus on technical troubleshooting, preferably in a high-volume B2C technology, finance, or e-learning environment.
Strong technical skills with a deep understanding of system configurations, software troubleshooting, and IT support processes.
Experience with advanced CRM systems (preferably HubSpot) and a proven ability to leverage these systems for complex issue resolution.
Excellent command of English, with strong technical writing skills for documentation purposes.
Strong organisational skills with the ability to manage multiple high-priority issues simultaneously.
Demonstrated ability to work effectively under pressure in a fast-paced and evolving environment.

Key Competencies

Technical Expertise: Proficiency in diagnosing and resolving complex technical issues with minimal guidance.
Advanced Problem-Solving: Ability to analyse complex situations, identify root causes, and implement effective solutions.
Mentorship: Ability to guide and support Tier 1 Agents, contributing to their professional growth and improving overall team performance.
Communication: Strong communication skills, particularly in explaining technical concepts to non-technical stakeholders.
Collaboration: Ability to work closely with other departments and teams to ensure customer issues are resolved efficiently.
Adaptability: Ability to adapt to changing systems, processes, and technologies quickly.
Attention to Detail: Ensuring thoroughness in documenting processes, solutions, and troubleshooting steps.

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