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Technical Support Specialist - Tier 2

Company: Experis
Location: Jacksonville
Posted on: January 15, 2022

Job Description:

Tier2 Technical Support Specialist - USAUSA, Florida --- Full-time About The PositionAs the market leader in website design, as a Tier 2 Technical Support Specialist, you will be part of our advanced technical response team. You will receive comprehensive technical training in technology and products and will be involved in daily triage (review, analysis, and resolution) of complex technical issues encountered and reported by our customers via tickets and emails, using cutting-edge tools. The Tier 2 Technical Support specialist is an advanced-level technical position, with many opportunities to grow professionally and to master and practice industry-leading methodologies and tools while helping to build and innovate the web of tomorrow. Work EnvironmentCompany is the leading website building platform for WordPress professionals. Our vision is to empower web creators - developers, designers, and marketers - with the ability to create their futures one pixel at a time. We provide our users with everything they need to become successful web creators. A new website is created every 10 seconds using the company tool Since we launched in Israel in 2016, we have expanded to more than 180 countries, with more than 9M websites powered by the client. More than 7% of all websites around the world are built using company tool.Responsibilities

  • Get to know company technology and learn about the different services we offer our customers
  • Be trained in the inner workings of our tools, and become part of our select team of technical support experts
  • Triage new customer requests and drives the best course of action for their resolution
  • Communicate with company customers, and liaise their service requests to our professional teams
  • Proactively engage with customers and facilitate their use of our products
  • Use different communication tools to enhance customer experience and maintain high availability of our support functions
  • Collaborate with other team members and departments to generate greater knowledge and contribute to an enhanced customer experience
  • Develop your customer service skills and grow your professional expertiseRequirements
    • Knowledge and strong proficiency in wordpress tools - a MUST!
    • Previous experience in Technical Support (Tier 1 or 2) - an advantage
    • Experience with WordPress, HTML, CSS, and JavaScript
    • Experience with web development and inspection tools
    • Knowledge of PHP and other coding languages - an advantage
    • Knowledge of web applications
    • Experience with web servers and infrastructure, hosting, cloud, and SaaS - an advantage
    • Web Design/Development background - an advantage
    • Ability to analyze and solve complex technical problems
    • Ability to fluently communicate complex technical ideas in written English
    • Ability to break down a technical process and guide others through it
    • Ability to work under pressure
    • Organized and methodical
    • A team player who can also work independently in an at-home environment (offshore Israel)
    • Exceptional courtesy, patience, and an overall "people person"

Keywords: Experis, Jacksonville , Technical Support Specialist - Tier 2, IT / Software / Systems , Jacksonville, Florida

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