Tier 2 Support Agent

Role Overview & Responsibilities

Purpose of Role

We are seeking a Tier 2 Support Agent to join our team. The successful candidate will be responsible for providing technical support to our clients, ensuring that their queries and issues are resolved in a timely and efficient manner. You will work closely with our Tier 1 support team and escalate complex issues to the Tier 1 team when necessary.

We offer a competitive salary and benefits package, as well as opportunities for professional development and growth within the company. If you are someone with a passion for technology and helping others, we encourage you to apply for this exciting opportunity.

Responsibilities & Duties

• Ensuring customers get prompt and efficient solutions to their support queries
• Collaborate with other teams to ensure that all client needs are met
• Escalating any tickets that need extra attention to the Dev team or supplier
• Communicate with customers effectively about ticket progress
• Troubleshoot and resolve technical issues in a timely and efficient manner
• Identify and escalate potential product issues with the product team
• Use debugging and reporting tools to provide problem analysis
• Provide technical support to the wider business for any ad hoc issues

Qualification Skills

• Basic computing skills. All learning will be done “on the job”
• Any background in a technical service role is beneficial but not required

People Specification

• Excellent Customer Service
• Keen problem solver
• Patient with customers and colleagues
• Works well in a team

Salary: £30,000 - £35,000

Job Type: Full-time

Salary: £30,000.00-£35,000.00 per year

Schedule:

• Monday to Friday
• No weekends

Ability to commute/relocate:

• Dorchester: reliably commute or plan to relocate before starting work (required)

Experience:

• Technical support: 2 years (required)

Work Location: Hybrid remote in Dorchester