Uniguest

Support Engineer

• Provide technical support for customers by troubleshooting a variety of applications and product lines.
• Assist Tier 1 agents by providing guidance, clarifying processes, and reinforcing best practices to improve first-call resolution rates.
• Encourage and promote the use of the Knowledge Base, identifying areas for improvement and training Tier 1s on effective usage.
• Take ownership of complex customer issues, ensuring timely resolution while minimizing unnecessary escalations.
• Work with customers and their IT teams to resolve long-duration issues effectively.
• Provide one-on-one coaching for Tier 1 agents to help them grow and develop.
• Help manage the Tier 2 case backlog by properly categorizing, prioritizing, and actively working cases.
• Ensure accurate and thorough documentation in the Uniguest case system.
• Complete assigned projects, including account organization, documentation, and process improvements.
• Escalate cases appropriately to higher Tier or Supervisor when necessary.
• Bring creative solutions and innovation to drive continuous improvement.
• Maintain a strong understanding of Uniguest procedures and policies, setting an example for coworkers.
• Performs other related duties as needed.

Technical Support Representative, Tier II