TIER 2 CUSTOMER SUPPORT REPRESENTATIVE (REMOTE - UK BASED)

Accredible is looking for a full-time Tier 2 Technical Support Engineer to grow our world-class customer support team. This role is remote, working with a small but rapidly growing team online.

REQUIREMENTS

• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role using API calls for web applications via ‘curl’, POSTMAN, or similar tools.
• Should also be familiar with database queries and analysing application logs along with use of LogDNA, Bugsnag, ScoutAPM, Cloudtrail@AWS, and other developer support SaaS tools
• Hands-on experience with using various Javascript-based Browser tools as well as web application configuration. Also, familiar with Windows/Linux/Mac OS environments
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and troubleshoot basic to mid-complexity technical issues
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal

TO BE ACHIEVED BY THE END OF MONTH THREE OF ROLE START:

• To improve the Service Desk (ISD) and Developer metrics, including:
• Time to Respond
• Time to Resolution
• Sprint Velocity
• Be able to effectively prioritise issues raised to Tier 2
• Provide accurate issue diagnosis, and where possible provide troubleshooting solutions
• Provide effective diagnosis write-ups and replication information for Tier 3 if the issue needs to be escalated further
• To manage Accredible’s Internal Service Desk
• Prove to be the voice of the customer when managing Sprint work schedules with development and engineering
• Be able to assist with customers when needed at Tier 1 Support.
• Improve Tier 2 Response rates for Enterprise Customers

KEY RESPONSIBILITIES

• Research and identify solutions to software issues for web applications using API calls via ‘curl’, POSTMAN or similar tools. The role may also involve read-only database queries and analysing application logs along with use of LogDNA, Bugsnag, ScoutAPM, Cloudtrail@AWS and other developer support SaaS tools
• Diagnose and troubleshoot technical issues using various Javascript-based Browser tools, including account setup and web application configuration.
• Ask customers/team members targeted questions to quickly understand the root of the problem
• Track computer system issues through to resolution, within agreed time limits
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
• Provide prompt and accurate feedback to Tier 1 Support or customers directly
• Refer to internal database or external resources to provide accurate tech solutions
• Ensure all issues are properly logged
• Prioritize and manage several open issues at one time, including managing conversations with assigned Tier 3 engineers where needed.
• Document technical knowledge in the form of notes and manuals