Software Support Technician - Tier 2

Role Description

As a Software Support Technician - Tier 2, you will be supporting customers using Point of Rental software. The primary role of the Tier 2 Support Tech is to deliver an awesome experience to our customers. A qualified Technician thrives on going above and beyond on every interaction and will be the primary voice of POR to our customers.

Key Responsibilities

• Advanced Troubleshooting: Diagnose and resolve complex software issues that Tier 1 support cannot handle, utilizing in-depth technical knowledge and analytical skills.
• Technical Support: Provide support for software applications, including installation, configuration, and upgrades. Address bugs, performance issues, and user inquiries. Respond to customer requests for assistance.
• Address customer needs within existing specifications and defined standards.
• Provide an exceptional customer experience with excellent communication, responsive follow-through, and advocacy for customer issues within the support team and other internal departments.
• Provide thorough and complete case notes and documentation of customer issues.
• Analyze customer problems and research solutions using the software knowledge base.
• Diagnose customer issues through process of elimination by asking probing questions.
• Document issues appropriately based on existing guidelines.
• Escalation Management: Act as a point of escalation for Tier 1 support staff, ensuring timely resolution.
• Collaboration: Work closely with development teams to identify and address software issues and provide feedback for continuous improvement.
• Training and Mentoring: Assist in training Tier 1 support technicians and contribute to support documentation and knowledge base articles.
• System Monitoring: Monitor software performance and stability and implement proactive measures.

Education & Experience

• Experience: Minimum of 5 years in a software or technical support role, with a focus on Tier 2 or higher-level support.
• Technical Skills: Strong knowledge of software troubleshooting techniques, operating systems, and applications. Experience with SQL. Experience with servers and on-premises software.
• Education: Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent.

Desired qualifications

• Experience in the Rental Industry
• Experience using Point of Rental Software Syrinx

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology

Industries

• Software Development and Equipment Rental Services

Note: This listing excludes irrelevant boilerplate and community postings included in the original description and retains the core role information and requirements. This posting does not imply that the position is closed unless explicitly stated.

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