Job Description

Job Advert Summary

The role of the Technical Software Support Tier 2 Agent is to provide advanced technical assistance to clients, ensuring the effective resolution of complex software issues. Contribute to client satisfaction and product excellence. This role involves collaborating with both internal teams and external technology partners, such as Lytx, to deliver high-quality support, enhance software usability, and facilitate seamless problem resolution. The Technical Software Support Tier 2 Agent plays a crucial role in maintaining the integrity of our products and upholding our commitment to delivering exceptional client support.

Minimum Requirements

Independent Decision-Making Collaboration with Optix Internal Departments Organizational skills Time Management Good command of English Excellent communication Skills with Clients and Internal teams Ability to work under pressure and adapt to change. Discretion and trustworthiness Attention to Detail Good Knowledge of Microsoft Office Suite and Internal Company Systems and Product Knowledge

Duties & Responsibilities

The primary purpose is to engage with clients in a professional manner on a daily basis. This involves efficiently fulfilling job requests and tasks within specified time frames, adhering to established standards, client requirements, and the velocity system. The role also encompasses delivering constructive feedback to clients regarding completed or ongoing work. The Technical Software Support Tier 2 Agent plays a pivotal role in maintaining a consistently high level of quality and efficiency within the Support Department, contributing to its overall effectiveness and operational excellence.

Advanced Issue Resolution:

Take ownership of escalated technical issues from Tier 1 support agents and clients, applying in-depth technical expertise to diagnose, troubleshoot, and resolve complex software-related problems.

Client Collaboration:

Engage directly with clients to understand their escalated concerns, providing clear and empathetic communication while managing expectations regarding issue resolution timelines and processes.

Collaboration with Technical Teams:

Communicate effectively with internal technical teams, as well as external partners like Lytx, to escalate issues that require specialized knowledge or resources beyond Tier 2 capabilities. Facilitate a smooth transition of information for prompt resolution.

Problem Solving:

Analyse intricate software issues, leveraging a comprehensive understanding of software architecture, networking, and system integration, to identify root causes and devise innovative solutions.

Documentation and Knowledge Base:

Document detailed technical information, troubleshooting steps, and resolutions in a structured manner within the ticketing or CRM system.

Quality Assurance:

Ensure that escalated issues are resolved with accuracy and efficiency, adhering to company standards and guidelines. Strive for excellence in problem-solving and client satisfaction.

Mentorship and Training:

Provide guidance and mentorship to Tier 1 support agents, sharing technical insights, best practices, and problem-solving strategies to enhance their skills and capabilities.

Continuous Learning:

Stay current with the latest software updates, features, and industry trends to remain well-informed and capable of addressing complex client inquiries.

Performance Metrics:

Contribute to team goals by meeting or exceeding key performance indicators related to issue resolution timeframes, client satisfaction ratings, and ticket management.

Process Improvement:

Identify patterns and trends in escalated issues, collaborating with internal teams to develop strategies for enhancing software usability, reducing support inquiries, and improving overall client experience.

Client Feedback:

Proactively gather feedback from clients on their experiences, identifying areas of improvement and potential enhancements to software functionalities. *

Cross-Functional Collaboration:

Work collaboratively with other departments, such as Logistics, to communicate recurring issues and contribute to the enhancement of software products.