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Hi Jobseekars,
My name is Suvarna Ganeshan and I am a Staffing Specialist at SevenHillsGroupTechnology.
I am reaching out to you on an exciting job opportunity with one of our clients.
Role: L2 Support Specialist
Location: Phoenix, AZ
Job Type: Fulltime
Onsite from Day 1 [NO REMOTE]
The L2 Support Specialist will be providing 2nd level phone support for several retail store locations. This position will be troubleshooting application and hardware problems, documenting issues and guiding customers through documented solutions to resolve issues while providing world-class customer service.
Responsibilities
- Agent receives and tracks trouble tickets, assigns them to a technical specialist (could be themselves or someone else) for action and ensures that their tickets are resolved/closed out within the SLA s in the ticketing system.
- Provides telephone support to end-users on hardware, XStore , ORPOS software and other store system related issues.
- Tracks, takes ownership of issues, Resolves issues and promotes end-user satisfaction; tracks activities of technical support specialists to whom tickets were assigned.
- Works with Level 3 and other escalation points to resolve technical issues.
- Provides Remote Access Support through various VPN connections.
- Provides a high level of customer service in a fast-paced environment with phone calls, emails, and messaging.
- Follows up with existing tickets/inquiries, as appropriate.
- Accurately classifies and records details of inquiries into a web-based ticketing system.
- Effectively manages/prioritizes time to ensure that minimum Service Levels are met and/or exceeded.
MUST HAVE
- Strong team player
- Excellent written and verbal communication skills.
- The ability to learn quickly and independently.
- Be passionate about helping people and resolving issues.
- Initiative to use available solution articles and resources to solve problems and take ownership of ticketed issues.
- Must be self-directed at troubleshooting issues; understand documented service levels and know when/who to escalate an issue to the next level of support.
- Strong interpersonal skills are required.
- Ability to understand that user s needs are just as important as uncovering the technical solution.
- Strong attention to detail, organizational skills and ability to follow-through.
Thanks & Regards
Suvarna,
Recruiter
Seven Hills Group Technologies Inc
E: suvarna@sevenhillsgrouptech.com
Contact: +1 (856)-552-0573
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