Technical Support Analyst II

Technical Support Ii

Are you an experienced Technical Support professional who thrives in a fast-paced, customer-facing environment? Our client is expanding their team to better support a growing external user base and reduce current ticket volume. This role sits between Tier 2 and Tier 3 support and involves deeper troubleshooting—not simple password resets. Schedule: Sunday through Thursday or Tuesday through Saturday West Coast & Midwest Hours coverage would be ideal: 9 hour day, with 1 hour lunch- 7 am- 7 pm CST is the coverage times, so hours between then.

What You'll Do In this Technical Support II role, you'll provide high-quality end user support in a 24/7 environment. The team typically resolves 25–35 tickets per week, though current volume is 10–15 per day and rising. You will handle complex issues requiring advanced troubleshooting, long phone calls (often 30+ minutes), and strong customer service skills. You'll support customers through multiple channels—including phone, chat, and ticketing—using tools such as ZenDesk and Genesis. Multitasking is critical as you move fluidly between calls, chats, and email tickets.

Key Responsibilities

• Deliver Tier 2/3 SaaS application support to external customers
• Troubleshoot complex technical issues, including platform connectivity and IoT-related problems
• Handle support cases through phone, chat, and ticketing systems
• Clearly document all steps, actions, and outcomes in the ticketing system
• Follow established incident management processes and escalate appropriately
• Provide exceptional customer service to a diverse global customer base
• Collaborate with team members to identify trends and recommend improvements

Requirements

Must-Have Qualifications

• 2+ years of experience in Technical Support or a similar customer-facing support role
• Hands-on SaaS support experience (type of SaaS platform is flexible)
• Strong customer service skills, including experience supporting a diverse external user base over the phone
• Excellent communication and documentation abilities
• Proven experience with ticketing systems (any platform)
• Understanding of IoT environments—how devices connect and how to troubleshoot failures
• Experience with incident management processes, including escalation and documentation

Preferred Qualifications

• Knowledge or certification in ITIL (Version 4 preferred)
• Experience in 24/7 support environments
• Familiarity with ZenDesk, Genesis, or similar tools

Who Thrives Here

• Strong problem solvers who enjoy deep troubleshooting
• Professionals who can juggle multiple support channels without losing quality
• Clear communicators who can guide users through complex issues with patience
• People who enjoy working in a dynamic, high-volume support environment

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