Support Specialist

Tier 2 support involves more specialized technical assistance compared to Tier 1 support. This level of support deals with complex issues that cannot be resolved at Tier 1 and often requires deeper expertise or specific troubleshooting knowledge. Create support tickets in OBS The current systems are Observables, DMP, alarm.com, and Stanley. If a tech is required, work with the team and schedule a tech. Assign Observables tickets, manage tickets/jobs (See ticket/job procedure) Initial Point of Contact: Tier 2 support agents are the first point of contact for customers or users, handling basic customer inquiries and troubleshooting simple issues. Basic Troubleshooting: Tier 2 support staff analyzes symptoms, identifies underlying problems, and begin resolving issues, ensuring that time is not wasted on attempting to solve symptoms instead of problems. Escalation: If needed, Tier 1 support agents may transfer and escalate customer contacts to specific departments or teams, typically to Tier 3. Tasks:Receive emergency and non-emergency calls/texts for customers in SB and SLO during working hours. Provide the 2nd line of support and troubleshoot issues that customers are having. Create support tickets in OBS.If a tech is required, work with the team and schedule a tech. Key Characteristics: Handles advanced customer issues and simple troubleshooting Provides elevated support and triage May utilize automated or self-service solutions to resolve issues IT and Technology Customer Service and Support Alarm/Fire Desk and Field Support Best Practices: Implement a clear escalation process for complex issues Utilize automation and self-service solutions to streamline basic issue resolution Ensure Tier 2 support agents are adequately trained and equipped to handle initial customer inquiries Monitor and analyze Tier 2 support performance to identify areas for improvement #J-18808-Ljbffr SecurePRO Inc