Technical Support Representative, Tier II
Uniguest
full-time
Posted on:
Location Type: Remote
Location: Tennessee • United States
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About the role
- 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.
Requirements
- Candidates with or pursuing an associate’s degree in an IT-related field; certifications such as A+, Network+, MCP, Linux, etc. are a plus.
- Passion for technology, customer service, and taking on increased responsibilities.
- Strong written and verbal communication skills to support both technical and non-technical users.
- Ability to work independently and collaboratively with a proactive, problem-solving mindset.
- Advanced soft skills with a focus on customer satisfaction and turning customers into promoters.
- Goal-oriented yet adaptable to shifting priorities and business needs.
- Passion for delivering top-tier customer support in a 24x7x365 environment.
- Previous Tier 1 experience with proven performance and ability to handle escalations effectively.
- Strong troubleshooting skills in both software and hardware.
- Excellent customer service skills with a proactive and problem-solving mindset.
- Strong troubleshooting skills with software and hardware, including PCs, printers, wired/wireless networking, and peripherals.
- Familiarity with Windows OS, macOS and Linux.
Benefits
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
troubleshootingcustomer supportdocumentationcase managementprocess improvementsoftware troubleshootinghardware troubleshootingnetworkingWindows OSmacOS
Soft Skills
communicationproblem-solvingcustomer satisfactionadaptabilityindependencecollaborationcoachingcreativitygoal-orientedproactivity
Certifications
A+Network+MCPLinux