Tier 2 Technical Support Specialist

Job Summary

To support customer satisfaction and retention, the full-time Tier 2 Technical Support Specialist will deliver expert technical support, troubleshoot and resolve computer-related issues, and manage the support ticketing queue while working remotely from the Philippines.

Key responsibilities

• Serve as the primary point of contact for inbound and outbound client support, ensuring professional and empathetic interactions
• Thoroughly investigate, diagnose, and resolve customer issues to minimize downtime and restore service quickly
• Monitor and manage the support ticketing queue, addressing customer requests promptly and within defined service expectations

Required qualifications

• Previous experience in a technical support or helpdesk role with a proven track record of effective issue resolution
• Knowledgeable in core support tools, including ticketing systems and remote support platforms
• Advanced understanding of computers and the ability to troubleshoot complex technical issues
• Access to a fast, reliable internet connection
• Ability to work a minimum of 8 hours per day during US Central Time business hours and be available on-call when needed