SUMMARY

The ALLDATA Technical Support level 2 agent provides quality customer service and above-average technical support (via phone and email) to customer’s issues that were escalated from the first level support. Additionally to this they interact with other areas in the organization to find permanent resolution to post release issues and application errors.

REQUIREMENTS

• Level of Formal Education: High school diploma or equivalent (G.E.D.), may include specialized or vocational courses.
• Area of Study:Computer Technician or higher
• Years of Experience:One to two years.
• Type of Experience:Customer Service, Technical Support. OS Knowledge: Windows, Android, and iOS
• Special Certifications or Technical Skills:
• Other/Preferred:English/Spanish proficient

• Diagnose and Repair: Agent must troubleshoot ALLDATA issues to determine if they are software or hardware related.
• Training Customer and Technical Analyst 1: Agents should be able to provide feedback to customers or TA1 agents in order to help them understand resolutions or guide them in the use of ALLDATA products.
• Research: Agent must research new and on going issues to determine if issues can be resolved permanently or by the use of a work around. Documentation: Agents should always document completely and accurately to ensure that others can follow same steps. Agents should also create and update documentation in the ALLDATA Confluence site to ensure that trouble shooting steps are always recent and up to date.
• Escalation: Agent must be able to follow and determine proper escalations paths in order to assure that customer conflicts are resolved. Projects: Agents should be able to complete assigned tasks as well and tasks or personal projects in relation to ALLDATA products.