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Tier2#

Tier 2 Technical Support

Location
Hod Hasharon
Type
Job Description
Au10tix - a leading international hi-tech company specializing in Automated ID authentication technologies, looking for a Tier 2 technical support engineer. The main role of Tier 2 is to provide advanced troubleshooting and diagnostics for Au10tix. This role requires strong analytical and troubleshooting skills. We are looking for a team player with exceptional communication skills, who can function and deliver under pressure. The Tier 2 technical support engineer will support our worldwide customers by providing a deep analysis to customers’ technical queries.
Responsibilities
  • Investigating and troubleshooting of customers issues, while being responsible to follow up, provide resolution and verify customer satisfaction
  • Communicating customer issues and requests to product management and R&D
  • Provide excellent technical support to global customers.
  • Respond in a timely manner (within documented SLA) to support customer issues and inquiries.
  • Experience with Soap/Rest API integration – advantage.
  • Resolve problems  independently and understand the correct escalation procedures.
  • Provide reliable technical assistance to internal and external customers.
  • Develop broad understanding of customer needs.
  • Provide assistance with complex and advanced product issues.
  • Support customers with integration related issues.
  • Follow up with customers and internal teams for issue resolution.
  • Manage bug workflows and work in close contact with related R&D teams.
  • Maintain and manage our internal Knowledge Base.

Requirements
  • Minimum of 2 years’ experience in Tier 2 Technical Support.
  • Ability to communicate effectively with customers via email or phone - MUST
  • High quality individuals with computer software experience.
  • Advanced analytical thinking and problem-solving skills
  • Experience in advanced usage of Excel
  • Excellent customer service skills
  • Self-managed and team -oriented.
  • Able to handle and escalate issues as needed
  • Experience in SQL, REST, SOAP, XML, API Integration
  • Experience working in SaaS company
  • Flexible hours - one Friday shift a month and some evening shifts

Required Skills
Terms
For this job, click and send CV to:
au10tixhrg@au10tix.com