Technical Support Engineer - Tier 2

Deputy

Remote / United States of America
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 06/13/2021
  • Website: deputy.com
  • Company Address: 35 Richards Avenue, Surry Hills, 2010

About Deputy

Deputy is the ultimate, all-in-one workforce management solution that simplifies employee scheduling, timesheets, tasking, and communication.

Job Description

As part of the Technical Support Team, you will be required to work closely with the Sales/Partner Team and Product Management Team to provide product knowledge, configuration assistance, and second level technical support to Deputy’s customer base.
 
As a Tier 2 Engineer and the first escalated contact for Customer queries, you support the Deputy ecosystem as well as the related Integrations that work with it. You will work hand in hand with the different Support teams as well as the established Tier II team. 
 
This role is frontend user support with the opportunity to learn backend systems, and expand long term into a Tier 3 Support Engineer.

RESPONSIBILITIES

    • Provide level two technical support for Deputy ecosystem and related integrations;
    • Triage technical issues, resolve problems independently and escalate where appropriately; 
    • Taking ownership of customer technical issues, including initial troubleshooting, identification of root causes, and issue resolution and communication;
    • Achieve and maintain targeted case statistics such as number of cases closed or issues resolved, along with other established goals;
    • Provide professional-level conversations with customers to gather information, troubleshoot, and resolve their technical inquiries.
    • Identify and submit issues for advancement to the Engineering team.
    • Document actions in tickets to effectively communicate information internally and to customers.

SKILLS & EXPERIENCE

    • 1-2+ years of experience in supporting SaaS solutions for international customers
    • BSc Degree or equivalent skill experience
    • Excellent communication skills and the ability to work in a fast-paced, team environment
    • Experience in a cloud environment - an advantage
    • Very customer-oriented and friendly - drive to achieve a satisfied customer, not just a technical resolution
    • Self-starter, able to learn new technologies "on the fly"
    • Collaborative team player
    • Ability to prioritise, manage time effectively and multitask

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.