About the Role
Customer Service Desk Tier 2 (Remote)
Remote
Full Time
A Customer Service Desk Tier II/III professional provides advanced support to end users when existing manuals and scripted responses are insufficient. This role requires diagnosing customer issues, offering step-by-step guidance to resolve problems, and escalating complex cases when necessary.
Responsibilities
- Respond to end-user requests for assistance when manuals and scripted responses are insufficient.
- Diagnose customer issues and guide them through steps to resolve problems.
- Provide support for a wide range of issues, escalating complex cases as needed.
- Document customer interactions, resolutions, and escalate unresolved issues to higher tiers.
Qualifications
Education Requirement
- Bachelor’s degree in a related field.
Experience Requirement
- 3-5 years of experience in a Tier 2 support role.
- Acceptable Substitution: 8 additional years of relevant experience may substitute for the educational requirement.
Skills and Expertise
Required Skills
- Proficiency in diagnosing and troubleshooting customer issues.
- Excellent communication skills to guide customers through problem resolution steps.
- Ability to document customer interactions and resolutions accurately.
Preferred Skills
- Advanced troubleshooting skills for software, hardware, and network issues.
- Proficiency with ticketing systems (e.g., ServiceNow, Zendesk).
- Strong knowledge of IT systems and infrastructure.
- Ability to handle escalated and complex technical issues.
- Excellent communication and customer service skills.
- Experience with remote support tools and diagnostics.
- Knowledge of ITIL framework and service desk best practices.