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About AvaSure LLC

Technical Support Tier 2

Job Code Number

8019250

Job Description

We are seeking…

A high energy, talented, and driven team player to add to our Tech Support team. The Technical Support Tier 2 Technician will be essential to our 24-7 support of our customers by providing second level tech support to current customers in utilizing the system.

RESPONSIBILITIES

Provide outstanding customer services to our customers and work on hardware and software issues.
Resolve customer issues escalated by Tier 1 Support staff.
Create and maintains knowledge base for technical questions. Works with customers directly as needed to address issues, support go live and follow-up success.
Key member of the incident response team; provides ideas, insight and leadership in resolving customer issues
Follow company standards and procedures to troubleshoot problems.
Assisting with the creation of FAQ's and knowledge base for the technical group and customers.
Responding to queries and can effectively resolve technical issues over the phone.
Documenting customer data in client database.
Ask questions, formulate actions and effectively communicate with customers to determine nature of problem.
Respond to email messages for customers seeking help.
Guide customers through problem-solving processes.
Run diagnostic programs to resolve problems.
Resolve technical problems with Local Area Networks (LAN), Wireless Networks, Wide Area Networks (WAN), and other systems.
Follow up with customers to ensure issue has been resolved.
Run reports to determine malfunctions that continue to occur.

QUALIFICATIONS

Bachelors Degree in a related field or 3 years directly applicable experience required.
CISCO Network Certification, CompTIA A+ Certification is preferred but not required.
Network troubleshooting and wireless network experience.
The ability to communicate exceptionally over phone and email with customers and co-workers.
Self-direction and ability to work alone.
The ability to understand, diagnose and repair computer and software issues.
Strong organizational and prioritization skills.
The ability to work various assigned shifts, provide all call support and cover some holidays as needed.
Ethical.

BENEFITS

Medical Insurance
Dental Insurance
Vision Insurance
Life Insurance
401(k) with Company Match
Long-term Disability Insurance
Short-term Disability Insurance
Competitive Pay
Paid Holidays
Paid Time Off (PTO)

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Job Summary

Organization

AvaSure LLC View Profile

Employer Website

Location

Belmont, Michigan 49306

Job Code Number

8019250

Positions Available

Expiration Date

8/13/2021

O*NET Code

15-1232.00

O*NET Occupation

Pay Range

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Job Details

Technical Support Tier 2

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