Level 2 Support Agent
Level 2 Support Agent
*Please Note*
This is a hybrid position requiring 2 days in a week in our Tempe, AZ office
Overview:
VisualVault is a Global Enterprise SaaS platform that provides high volume, multi-tenant, business process automation. Work with the latest tools, software patterns, and best practices to deliver dynamic solutions in multiple business models.
The Level 2 Support Agent is responsible for responding to customer product application support questions. Analyze problems to identify problem area(s) and recommend corrective action. Recommends solutions to application questions and Level 1 Support Agents. The Level 2 Agent will monitor, gather, and analyze data from various product sources to determine the significance of observed events. Interpret user requirements and develop/convey specifications to facilitate technical support, product development, and engineering groups.
This role supports the use of the main VisualVault product and any additional VisualVault applications. The Level 2 Support Agent reports to the Technical Support Manager. This is a full-time hybrid position based at our main office in Tempe, AZ.
Responsibilities:
- Serve as the secondary product support for escalated tickets from Level 1 or Level 3 Agents or leadership.
- Respond to customers with quality updates to meet service level agreements (SLAs).
- Manage and troubleshoot tickets assigned to the L2 group and yourself.
- Analyze complex problems and exercise judgment within defined procedures to determine appropriate action.
- Complete company-provided training courses and continually learn new material.
- Identify, analyze, and evaluate problems/opportunities, recommending and implementing potential solutions in a customer environment.
- Break down issues into components and utilize appropriate tools to fix or escalate them to Level 3 Support Agents for further investigation.
- Share knowledge and mentor customers and team members on effective software usage.
- Act as a knowledge resource on case review calls.
- Perform other assigned duties.
Qualifications:
- Capable of working independently and taking initiative to provide business solutions.
- 3+ years of experience in a technology field.
- Bachelor's degree or equivalent experience.
- Extensive experience handling Customer Support requests, issues, and problem resolution.
- Experience writing SQL queries.
- Experience diagnosing scripting languages such as JavaScript and Python.
- Collaborative, customer-focused, and able to create visible value.
- Self-directed with excellent time management and organizational skills.
- Highly motivated self-starter who takes initiative.
- Demonstrated analytical skills, especially in root-cause analysis and metrics-driven productivity and effectiveness.
VisualVault is the preferred Business Process Automation Platform for Partners, Consultants, System Integrators and OEM's. For more information, please visit http://www.visualvault.com.