Constant Contact, Inc.
Tier 2 Technical Support Specialist
Constant Contact, Inc., Waltham, Massachusetts, United States, 02254
A Tier 2 Technical Support Specialist is responsible for providing advanced technical advice and guidance to Tier 1 Customer Support Specialists and external customers. Also, troubleshoots technical issues and incidents by analyzing, identifying, diagnosing, and documenting issues. A successful Tier 2 Technical Support Specialist possesses excellent customer focus, and curiosity to expand upon their baseline technical knowledge.
Responsibilities
Provide phone, email, and live chat support on a daily basis to internal and external customers
Handle technical escalations via phone, chat, email from Tier 1 Customer Engagement Specialists and other departments
Provide technical support of the Constant Contact suite as well as integrations to customers (both internal and external) via email, phone, chat, and remote assistance working towards timely resolutions
Document and communicate system defects and product enhancement requests in ticket systems
Track progress and work with other departments towards timely resolutions
Train, mentor, and coach Tier 1 Customer Engagement Specialists
Participate in product testing to ensure new features and enhancements are ready for our customers to use.
Assist in maintaining the internal and external knowledge base support systems, ensuring the information is relevant and accurate at all times
Special projects on an as-needed basis
Requirements
No current attendance or performance plans at any level
Willingness to learn fundamental concepts for advanced troubleshooting using provided tools and resources.
Capacity to multi-task and work in an interrupt-driven environment and deliver quality solutions to customers. Able to diffuse customer frustration while resolving the issue by communicating effectively.
Ability to interface effectively with other departments as needed and advocate for the customer’s experience when necessary.
Spanish language fluency a plus, but not required
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Responsibilities
Provide phone, email, and live chat support on a daily basis to internal and external customers
Handle technical escalations via phone, chat, email from Tier 1 Customer Engagement Specialists and other departments
Provide technical support of the Constant Contact suite as well as integrations to customers (both internal and external) via email, phone, chat, and remote assistance working towards timely resolutions
Document and communicate system defects and product enhancement requests in ticket systems
Track progress and work with other departments towards timely resolutions
Train, mentor, and coach Tier 1 Customer Engagement Specialists
Participate in product testing to ensure new features and enhancements are ready for our customers to use.
Assist in maintaining the internal and external knowledge base support systems, ensuring the information is relevant and accurate at all times
Special projects on an as-needed basis
Requirements
No current attendance or performance plans at any level
Willingness to learn fundamental concepts for advanced troubleshooting using provided tools and resources.
Capacity to multi-task and work in an interrupt-driven environment and deliver quality solutions to customers. Able to diffuse customer frustration while resolving the issue by communicating effectively.
Ability to interface effectively with other departments as needed and advocate for the customer’s experience when necessary.
Spanish language fluency a plus, but not required
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