2nd Line Support Technical Specialist

About the role

The 2nd Line Support Technical Specialist is responsible for managing and resolving complex Level 2 technical and operational issues for our customers within agreed service level agreements (SLAs).

Primary Responsibilities

• Work with customers to understand, diagnose, and address cases, including complex customer support, bugs, and defects.
• Manage and support complex incidents through problem record management.
• Provide expertise in API, Payment, and platform outage management.
• Promptly and efficiently address Level 2 customer inquiries escalated by Level 1.
• Take ownership of and resolve Level 2 technical and operational issues within agreed SLAs.
• Escalate to 3rd line support (Product Operations) when resolution is impeded by complexity or time constraints.
• Assess cases / incidents triaged by Level 1 for quality and provide guidance on resolution at Level 1 if applicable.
• Record, monitor, and prioritize incidents and service requests, ensuring prompt resolution and appropriate escalation.
• Enforce IT security policies and educate users on data security best practices.
• Maintain transparent communication with customers regarding requests and incident statuses.
• Collaborate with other teams and customers to resolve complex issues and improve service desk operations.
• Identify training needs and request knowledge articles for Service Desk cases.

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