Level 2 Technical Support

Description

Job Summary: We are seeking a proactive and analytical Level 2 Technical Support professional to support software implementation, acting as the liaison between technology and customers. Key Highlights: 1. Providing Level 2 technical support during software implementation 2. Serving as the liaison between technology and implementation teams 3. Focusing on problem resolution and customer communication We are looking for a proactive professional with an analytical mindset and strong communication skills to join our software implementation team as a Level 2 Technical Support specialist. This person will provide technical support to customers throughout the implementation process and serve as the liaison between technology and implementation teams. **Requirements:** * Knowledge of information technology (infrastructure, systems, networks, or technical support); * Currently enrolled in or having completed a technical or undergraduate program in fields such as Systems Analysis and Development, Computer Science, Computer Engineering, Information Systems, or related areas; * Strong verbal and written communication skills; * Collaborative mindset with a focus on problem-solving; * Organizational skills and ability to prioritize multiple tasks. **Preferred Qualifications:** * Prior experience in software implementation or Level 2 technical support; * Familiarity with ticketing and issue-tracking tools (e.g., Jira, Zendesk, Freshdesk, etc.); * Basic knowledge of SQL or system log analysis. **Key Responsibilities:** * Provide technical support to customers during the system implementation process; * Conduct initial analysis of requests, identifying and escalating complex issues to the technology team; * Log and track technical tickets, ensuring timely resolution and follow-up with customers; * Act as a bridge between technology and implementation teams to ensure alignment and progress of tasks; * Assist in documenting processes, solutions, and best practices; * Identify opportunities to improve implementation and support processes.