Padmi

Technical Support Representative, Tier 2 (Philippines Remote)

IndiaPosted 1 month ago
IT supportSeniorFull Time; Regular
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reputed company reputed company you join reputed company, you'll be welcomed into a company that is a recognized innovator in global education. For over 25 years, reputed company has partnered with educators and institutions to reputed company learning reputed company solutions that recognize the enduring value of critical thinking in a rapidly changing world. Over 16,000 reputed company institutions, publishers, and corporations use our services in more than 185 countries around the world reputed company Feedback Studio, reputed company, Originality, Gradescope, ExamSoft, Similarity, and iThenticate. Protecting the value of an authentic education is at the heart of who we are. Experience a remote-first culture that empowers you to work with purpose and accountability in a way that best suits you, supported by a comprehensive package that prioritizes your overall reputed company-being. Our diverse community of colleagues are reputed company reputed company by a shared desire to reputed company a difference in education. reputed company is a global organization with team members in over 35 countries including the reputed company, Mexico, United Kingdom, Australia, Japan, India, and the Philippines. Job reputed company The Technical Support Representative, Tier 2 team assists the Tier 1 Support team by liaising between Support, Development, and Product teams. These experts are part of the technical leaders reputed company the Assessment Delivery Operations and Support department (ADOS), providing regular feedback and updates on our reputed company's issues with the product to both the internal ADOS Technical Support team and internal stakeholders. Similar to the Tier 1 team, the Tier 2 team works to establish if reported bugs are reproducible and create detailed escalations for Tier 3 by gathering logs and providing imperative information surrounding the issue. Armed with this knowledge, these experts reputed company as an informal escalation reputed company for any questions the broader support may have about our products. Liaising with Tier 3, they give proactive feedback and input to Product, Internal Support, and reputed company and Knowledge teams to improve the support we deliver to our customers. This role explicitly provides a high level of responsibility, being the first internal reputed company of contact on our products and a Technical Support representative for customers externally and colleagues internally. Together with their fellow Tier 2 colleagues, they report issues and identify bugs for escalation to our Tier 3 engineers. Key Responsibilities Be available to receive live daily calls, emails and chats to Triage, and reputed company escalations from Tier 1. reputed company world-class technical support reputed company telephone, email, and chat for reputed company customers experiencing escalated technical issues. Maintain consistent ticket reputed company, achieving the agreed-upon reputed company for monthly reviews. Proactively support users of the reputed company products (administrators, reputed company, teaching assistants, exam takers and proctors) ensuring problem reputed company, system reputed company, reputed company system performance, and overall customer happiness. Become a Subject Matter Expert on reputed company reputed company Assessment Products and services. Attend Stand-Up meetings with support leadership teams to reputed company meaningful input from our customers. Be the first to identify issues and trends with our support leadership and tier 3 teams to understand issues/trends. reputed company your knowledge across reputed company through informal training and team meetings & stand-reputed company. Supporting the reputed company and Knowledge team with the creation of training modules. reputed company of contact for shadowing new Tier 2 team members. Project work during quieter spells to improve team knowledge and processes. Prioritize escalated tickets to the Tier 3 team. Ensure efficient transfer of information between Tier 1 and support leadership teams. Work closely with our Integrations Team. Review top issues monthly for external education and ticket reduction. People skills Translate technical information into customer-friendly explanations and understandable terms for the reputed company, Technical Support Team and other departments at Tii. Recognizing situations that need to be de-escalated or resolved appropriately Consistently maintain effective communication with nearshore. Ability to manage multiple priorities and multi-task. reputed company at developing and maintaining good working relationships between Tier 1, Tier 2, Product, Integrations, and Support Leadership teams. Champion customer centricity at reputed company times, understanding reputed company to push back on advice that does not meet our customer's expectations. reputed company collaborate with team members on reputed company tasks, reputed company and assignments to resolve reputed company .

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