Tier 2 Technical Support Specialist
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Tier 2 Technical Support Specialist at Aeroqual providing high level customer service and technical support. Engages in quality management and safety procedures while resolving customer inquiries and issues.
Responsibilities:
- Takes the lead on complex customer support issues, working with all stakeholders (both internal and external) to get a win-win result
- Keeping communication levels high within the team and between this team and other teams
- Proactively identify opportunities and risks that the support team can leverage or mitigate and propose initiatives to address
- Fulfilling reporting responsibilities
- Effectively engage in utilizing the Quality Management System by aligning performance to policy, procedures, and guidelines
- Actively identify continuous improvement areas within the QMS and other key working spaces
- Actively take steps to minimize safety risks by identifying and reporting potential work hazards
Requirements:
- Provide high level customer service and support to different tiers of customers
- Drives customer technical support and troubleshooting issues through to conclusion by working with the appropriate people/teams within Aeroqual and keeping the customer informed throughout
- Answers customer support tickets and ensures agreed service levels are met
- Hands off service RMA jobs to the Service Technician function
- Ensures service, warranty, and repair information is captured and searchable in our ticketing and quality management system
- Submits warranty claims for approval
- Stays alert to issues that may be recurring and elevates them through the agreed procedures
- Explains the background to customer issues to the engineering team, and helps to pull together data when required
- Recommends appropriate fixes from a customer viewpoint and the best way that these should be rolled out to affected users
- Validates customer support needs across the business
Benefits:
- Health, Safety and Wellbeing is proactively promoted across departments
Similar Jobs
Genesys Support Engineer
Integration and Support Specialist focused on onboarding users and troubleshooting integrations for Genesys and Salesforce platforms. Collaborating across teams to enhance platform efficiency and minimize downtime.
Technical Support Representative
Technical Support Representative assisting customers with product troubleshooting and warranty claims. Ensuring high-quality customer experience through various support channels.
Senior Technical Support Engineer
Senior Technical Support Engineer focusing on customer escalation and support post-sales. Engaging in technical debugging and collaboration with engineering for enterprise customers.
Principal Technical Analyst – MMIS, Medicaid Pharmacy
Principal Technical Analyst supporting MMIS Medicaid Pharmacy systems to improve healthcare outcomes at Gainwell Technologies. Focused on technical analysis, SQL development, and system troubleshooting.
Advisor Technical Analyst – MMIS, Medicaid Pharmacy
Advisor Technical Analyst at Gainwell to support MMIS Medicaid Management Information Systems. Contribute technical expertise in SQL, data analysis, and solution design to healthcare systems.
IT Support Engineer
IT Support Engineer joining IT team to support Microsoft 365, virtualization, and Windows infrastructure. Provide technical support and innovate with AI technologies for IT processes.
Technical Support Engineer – Automotive
Technical Support Engineer resolving complex automotive diagnostics issues. Engaging with dealerships and service networks to maintain operational efficiency and customer satisfaction.
Technical Support Engineer – Cloud, Linux
Technical Support Engineer providing L1/L2 support globally for cloud solutions by resolving customer issues and ensuring software reliability with focus on Linux systems.
Technical Support Engineer, Entry-Level, Cloud / Linux
Entry-Level Technical Support Engineer providing assistance in cloud infrastructure and Linux systems. Collaborating with experienced engineers and supporting customers in Japan and globally.
Support Analyst
Support Analyst responsible for resolving customer issues in IP software for Quartz IP. Engaging with SQL and collaborating with teams to ensure seamless service delivery.
Convention Center Support Technician Intern
Supporting on-site connectivity for convention events as a Convention Center Support Technician Intern. Involves technical support, troubleshooting, and maintaining equipment for a positive experience.
Support Engineer
Software Support Engineer triaging, diagnosing, and resolving technical issues for customers. Acting as a bridge between customers, the commercial team, and product engineering.
Technical Support Officer
Technical Support Officer providing expertise on gas industry inquiries and maintaining safety standards. Collaborating with various stakeholders to enhance gas safety awareness and compliance.
Senior Support Engineer – Enterprise
Client-facing Support Engineer providing technical support for Azure Virtual Desktop and related Microsoft cloud technologies. Collaborating with IT professionals to enhance their Nerdio platform experience.
Senior Manager, Technical Support
Senior Manager of Technical Support overseeing customer success at Hammerspace. Build and lead global support organization while collaborating with engineering and product teams.
Junior Technical Support Referent, Italian
Junior Technical Support Referent handling automotive support requests and ensuring effective solution delivery. Collaborating with a team and managing customer incidents in a remote setting.
WordPress Support Developer
WordPress Support Developer maintaining and improving live client websites for a Canada-based digital marketing agency. Focused on troubleshooting, bug fixes, and ensuring optimal website performance with multiple CMS platforms.
AI Technical Analyst
AI Technical Analyst leading process discovery and designing AI-driven workflows for a global talent solutions company. Engaging in stakeholder interviews and providing technical design consultation and improvements.
Support Engineer
Support Engineer supporting SaaS products for rehabilitation therapy businesses by bridging gaps between engineering and client experience teams. Diagnose issues, debug, and articulate solutions.
Application & Integration Support Engineer
Application and Integration Support Engineer responsible for supporting enterprise applications and system stability. Focused on troubleshooting across Windows and Linux environments for the American Cancer Society.