Technical Support - Tier 2 | HK (India)

We are hiring for a Technical Support - Tier 2 position for one of our clients, a leading software development company. The client is seeking a dynamic and energetic individual with extensive experience in troubleshooting, configuration, and break/fix, especially in handling integration issues. Job Title: Technical Support - Tier 2Location: RemoteExperience: 5+ yearsShift Timings: 5 PM to 2 AM IST Role Overview:As a Technical Support - Tier 2, you will play a key role in providing exceptional support to both new and existing customers. You will work on complex customer issues that cannot be resolved at the Tier 1 level, focusing on installation, configuration, and troubleshooting of You Will Do: - Provide support to meet the specific needs of customers. - Install and configure integrations. - Record, track, and document the help desk problem-solving process through to final resolution. - Respond promptly to requests and issues. - Follow incidents through to resolution and provide regular updates to customers. - Test new functionality and collaborate with the product team on launches. - Handle customer complaints with empathy and professionalism. - Work with internal teams to resolve any customer issues. - Report to the VP of Customer Success to enhance the knowledge base and automate customer support communication. - Resolve Tier 1 and Tier 2 support tickets, escalating to Tier 3 when necessary. Key Tasks & KPIs: - Troubleshoot and resolve technical issues. - Respond to tickets in alignment with SLA guidelines. - Understand client needs, handle support requests, and resolve product-specific questions and technical issues. Required Skills & Qualifications: - Bachelor's Degree in any field from a recognized university or equivalent. - 5+ years of experience in a helpdesk or customer support environment. - 2+ years in a similar role (Tier 2 or higher). - Hands-on experience in technical support. - Excellent written and verbal communication skills. - Strong computer skills. - Experience with Zendesk is required; experience with Salesforce or HubSpot is a plus. - High attention to detail and data proficiency. If you are a team player with a robust technical background and excellent communication skills, we would love to hear from you! Apply today to join a collaborative and innovative support team. .