Description

As a Technical Support Specialist (L2) at Convoso, you will manage escalated support tickets and provide direct L2 technical support, ensuring timely resolution of issues through diagnosis and troubleshooting. You'll collaborate with development teams, mentor Level 1 staff, and provide after-hours support as needed.

Requirements

• Bachelor's/College Degree in Information Technology or equivalent experience
• 2+ years of email, voice, and chat helpdesk/customer support experience
• 2+ years of hardware and software troubleshooting
• 2+ years of SaaS troubleshooting experience

Responsibilities

• Manage escalated tickets from Support teams and provide direct L2 technical support
• Ensure proper diagnosis, testing, and troubleshooting for timely resolution
• Handle Virtual IPs and User Acceptance tickets
• Document issues and monitor resolution using tracking tool
• Provide support assistance, coaching, and mentoring to Level 1