Customer Support Technician, Level 2

Job Context

The Customer Support Technician, Level 2 is focused on resolving complex technical issues escalated from the Level 1 team, they collaborate with internal departments to deliver timely and effective solutions, contribute to knowledge and process improvement, and help develop the capability of those around them. They bring strong technical knowledge of the Simpro Group product suite and operate with a high degree of autonomy and initiative.

What You’ll Do

• Efficiently manage and prioritize a high-volume ticket workstream primarily via case work (and occasional live phone or chat to meet business needs), collaborating with customers to identify and resolve complex software-related issues, providing timely and effective solutions.
• Actively review support queues for additional cases to resolve, managing case backlog consistently to prevent aged items.
• Take on escalations from the Level 1 team and collaborate with internal departments to identify and implement appropriate solutions for complex and challenging customer issues.
• Manage and monitor the Tier 2 case queue, ensuring cases are appropriately assigned, prioritized, and resolved in a timely manner.
• Work autonomously and manage your own workload effectively, ensuring timely and efficient handling of customer enquiries and support issues.
• Conduct spot checks on resource channels to identify any issues causing delays for customers in reaching support, ensuring a smooth and efficient customer support experience.
• Provide guidance, support, and training to Level 1 Customer Support Technicians, helping them resolve customer enquiries and navigate complex issues.
• Support customers who require additional assistance or training, identifying and addressing their specific needs with professionalism and empathy.
• Work closely with support agents to identify product gaps based on case interactions, contributing to product improvement initiatives.
• Actively edit, update, link, and create knowledge base articles to support consistent, accurate service delivery across the team.
• Document steps taken during troubleshooting clearly and thoroughly, working collaboratively with peers and, where required, more senior staff to build shared understanding of complex issues.
• Troubleshoot and drive resolution of moderate to advanced technical problems based on precedent, proven practices, and advanced domain and systems knowledge.
• Assist with internal onboarding training for new support team members and provide additional product training as needed to ensure the team is well-prepared to support customers effectively.

What You’ll Bring

• Technically minded individual with proven experience in SaaS platforms and a solid understanding of cloud-based technologies and systems.
• Strong understanding of the architecture of the supported application, with growing mastery of moderately complex to advanced tasks within the role.
• Understands the standard to moderate impact of configurations; able to troubleshoot common to complex technical problems and articulate resolutions clearly based on existing and developing knowledge.
• Working towards deeper understanding of a secondary module and able to identify how it interacts with the primary area of focus.
• Able to log engineering escalation tickets and, where applicable, work collaboratively to support their approval and resolution.
• Proficiency with tools, systems, and procedures required for day-to-day operations; consults with more senior staff on the most complex technical issues as needed.
• Requires deeper functional skills across a specialized range of technical work procedures and processes.
• Excellent customer service, communication, and relationship-building skills, including at senior stakeholder level.
• Strong ability to manage high-volume workloads and multiple priorities in a fast-paced, ever-changing environment.
• Highly flexible and responsive, with the ability to operate effectively across multiple global time zones.
• Collaborative team player with a positive, inclusive attitude and a good understanding of or insight into trades industries.
• Self-starter with a strong track record of using initiative to drive continuous improvement, showing eagerness and enthusiasm to acquire new skills.
• Exceptional time management and organizational skills with a meticulous commitment to attention to detail.
• Advanced problem-solving, troubleshooting, and critical thinking skills, with a proactive, solutions-oriented, can-do attitude.
• Able to work independently on common and repeatable issues; works collaboratively with guidance on the most complex or novel situations.
• Documents, articulates issues, and steps taken to troubleshoot in a clear and thorough manner.
• A relevant degree or equivalent work experience is desirable.