Customer Support Representative – Tier 2

Are you an experienced technical support professional who enjoys solving complex problems and helping others find solutions?

We are looking for an experienced Tier 2 Customer Support Representative to provide advanced technical support and act as a key escalation point for complex customer issues that cannot be resolved at Tier 1. This role combines advanced technical troubleshooting, case ownership, escalation management and team support .

You’ll work closely with Tier 1 Representatives and internal teams to investigate and resolve challenging customer issues.

What You'll Do

Manage and resolve complex technical issues escalated from Tier 1 Apply advanced troubleshooting across hardware, software, networks, products and platforms Take ownership of complex or long-running customer cases through to resolution Maintain a high level of knowledge across current and historical products Research and investigate issues where standard troubleshooting processes do not provide a solution Work closely with internal teams to investigate and resolve difficult technical issues Provide technical guidance, coaching and support to Tier 1 Representatives Assist with the training and development of new and existing team members Maintain knowledge of relevant business systems and support tools Manage your own case workload while supporting escalated issues Identify opportunities to improve support processes, procedures and knowledge resources Participate in projects, meetings and continuous improvement initiatives Maintain accurate case documentation and professional customer communication Consistently meet agreed operational, quality and customer support KPIs What We're Looking For The ideal candidate will have: 4+ years of call centre technical support experience 5+ years of professional computer and network troubleshooting experience Advanced experience in technical support, service desk, desktop support or IT support Strong troubleshooting skills across hardware, software, networks,