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Technical Support Agent - Tier 3 Remote US

Company: VirtualVocations
Location: Santa Ana
Posted on: February 12, 2024

Job Description:

A company is looking for a Technical Support Agent - Tier 3.

Key responsibilities:

Act as the primary escalation point for complex issues from Tier 2 Technical Support, ensuring timely resolution of customer and related issues
Use diagnostic skills to identify the root cause of issues, recommending and implementing preventative measures
Maintain regular internal reporting on issues and problems, produce ad-hoc and regular customer reports, and ensure the issue and problem knowledge database is up-to-date

Required qualifications, training, and education:

Previous experience in a similar T3 role and a solid understanding of the software product development and maintenance lifecycle
Empathy towards customers, putting their experience at the center of focus
Ability to convey ideas, viewpoints, and arguments successfully to individuals and groups
Strong problem-solving skills
Collaborative approach

Keywords: VirtualVocations, Santa Ana , Technical Support Agent - Tier 3 Remote US, Sales , Santa Ana, California

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