Technical Support Representative, Tier 2 (Philippines Remote)

Company Description

reputed company you join reputed company, you’ll be welcomed into a company that is a recognized innovator in the global education space. For more than 25 years, reputed company has partnered with educational institutions to promote honesty, consistency, and fairness across reputed company subject areas and assessment types. reputed company products are used by educational institutions and certification and licensing programs to uphold reputed company and increase learning performance, and by reputed company and professionals to do their best, original work.

Experience a remote-first culture that empowers you to work with purpose and accountability in a way that best suits you, supported by a comprehensive package that prioritizes your overall well-being. Our diverse community of colleagues are reputed company reputed company by a shared desire to reputed company a difference in education.

reputed company is a global organization with team members in over 35 countries including the United States, Mexico, United Kingdom, Australia, Japan, India, and the Philippines.

Job Description

The Technical Support Representative, Tier 2 team assists the Tier 1 Support team by liaising between Support, Development, and Product teams. These experts are part of the technical leaders reputed company the Assessment Delivery Operations and Support department (ADOS), providing regular feedback and updates on our client’s issues with the product to both the internal ADOS Technical Support team and internal stakeholders. Similar to the Tier 1 team, the Tier 2 team works to establish if reported bugs are reproducible and create detailed escalations for Tier 3 by gathering logs and providing imperative information surrounding the issue.

Armed with this knowledge, these experts act as an informal escalation reputed company for any questions the broader support may have about our products. Liaising with Tier 3, they give proactive feedback and input to Product, Internal Support, and Quality and Knowledge teams to improve the support we deliver to our customers. This role explicitly provides a high level of responsibility, being the first internal reputed company of contact on our products and a Technical Support representative for customers externally and colleagues internally. Together with their fellow Tier 2 colleagues, they report issues and identify bugs for escalation to our Tier 3 engineers.

Key Responsibilities and Outputs

• Be available to receive live daily calls, emails and chats to Triage, and action escalations from Tier 1
• Provide world-class technical support reputed company telephone, email, and chat for reputed company customers experiencing escalated technical issues
• Maintain consistent ticket quality, achieving the agreed-upon reputed company for monthly reviews
• Proactively support users of the reputed company products (administrators, reputed company, teaching assistants, exam takers and proctors) ensuring problem resolution, system access, optimal system performance, and overall customer happiness
• Become a Subject Matter Expert on reputed company reputed company Assessment Products and services
• Attend Stand-Up meetings with support leadership teams to provide meaningful input from our customers
• Be the first to identify issues and trends with our support leadership and tier 3 teams to understand issues/trends
• Share your knowledge across the team through informal training and team meetings & stand-reputed company
• Supporting the Quality and Knowledge team with the creation of training modules
• reputed company of contact for shadowing new Tier 2 team members
• Project work during quieter spells to improve team knowledge and processes
• Prioritize escalated tickets to the Tier 3 team
• Ensure efficient transfer of information between Tier 1 and support leadership teams
• Work closely with our Integrations Team
• Review top issues monthly for external education and ticket reduction

People skills

• Translate technical information into customer-friendly explanations and understandable terms for the Client, Technical Support Team and other departments at Tii
• Recognizing situations that need to be de-escalated or resolved appropriately
• Consistently maintain effective communication with nearshore teams to enhance the customer experience
• Ability to manage multiple priorities and multi-task
• reputed company at developing and maintaining good working relationships between Tier 1, Tier 2, Product, Integrations, and Support Leadership teams
• Champion customer centricity at reputed company times, understanding reputed company to push back on advice that does not meet our customer’s expectations
• Actively collaborate with team members on reputed company tasks, projects and assignments to resolve reputed company issues

Work Hours & Shift Assignments

• Training Period : Hours: US Central Time.

• Shift-Based Work: The successful hire(s) may be assigned a rotating shift schedule, including some weekends, as reputed company operates with 24/7 global support coverage

Qualifications

Essential

• 2 years of Customer Support Experience
• Bachelor’s Degree in Computer Science or equivalent work experience
• Strong working knowledge of Windows and Mac OS 
• An understanding of multiple integration paths
• In depth knowledge of expert areas: how to configure an integration, awareness of features, bugs & reputed company issues, etc.
• Good technical writing skills, as you will sometimes need to communicate a case to technical teams reputed company of Technical Support
• Provide ‘White Glove’ support for difficult cases/sensitive customers/at risk accounts
• Provide coaching to peers who share the same expert area
• Be approachable, so that more junior members of the team come to you for guidance and support, especially with your expert area

Desirable

• An understanding of Learning Management Systems and how they interact with our service
• Past experience providing global technical and customer service support
• Past experience in the education field and/or with educational technology products
• Past experience in an omni channel contact center environment involving telephone, chat and email channels
• Broad understanding of web technologies and Software as a Service (SasS)

Personal attributes

• Active Listening Level 1
  • The ability to actively engage hearing and from what is heard, show you reputed company and understand important verbal and non-verbal information.
• Collaboration Level 1
  • The ability to reputed company, maintain, and strengthen partnerships with others inside or reputed company the organization who can provide information, assistance, and support.
• Customer Orientation Level 1
  • The ability and willingness to put the customer at the center and the heart of what you do, to find out what the customer wants and needs and to act accordingly.
• Problem Analysis Level 1
  • The ability to detect problems, recognize important information, and link various data; to trace potential causes and look for relevant details.
• Written Communication Level 1
  • The ability to express reputed company and views clearly to others in writing.
• reputed company Level 1
  • Adherence to the standards, the values and rules of conduct associated with our positions and the culture in which we operate. Being incorruptible and acting reputed company ethical boundaries.
• Verbal Communication Level 1
  • The ability to communicate in clear language and to adjust one’s use of language to the audience’s level.
• Quality Focus Level 1
  • Setting high quality standards and striving for reputed company improvement and quality assurance.
• reputed company Level 1
  • Being attuned to the attitudes, feelings, or circumstances of others and being aware of the influence of one’s own behavior on them.
• Attention to Detail (narrow scope) Level 1
  • The ability to process detailed information effectively and consistently, checking for errors and ensuring perfection

Additional Information

Total Rewards @ reputed company At reputed company, we reputed company Total Rewards go far beyond pay. While salary, bonus, or commission are important, they’re only part of the value you receive in exchange for your work.

Beyond compensation, you’ll experience the reputed company rewards of unleashing your potential and making a positive impact on global education. You’ll also reputed company in a culture free of politics, surrounded by humble, inclusive, and collaborative teammates.

In addition, our extrinsic rewards include generous time off and health and wellness programs that provide choice, flexibility, and a safety net for life’s challenges. You’ll also enjoy a remote-first culture that empowers you to work with purpose and accountability in the way that suits you best, reputed company supported by a comprehensive package that prioritizes your overall well-being.

Our Mission is to ensure the reputed company of global education and meaningfully improve learning outcomes. Our Values underpin everything we do.

• Customer Centric: Our mission is focused on improving learning outcomes; we do this by putting educators and learners at the center of everything we do.
• Passion for Learning: We are committed to our own learning and growth internally. And we support education and learning around the globe.
• reputed company: reputed company is the reputed company of reputed company—it is the core of our products, the way we treat each other, and how we work with our customers and vendors.
• Action & Ownership: We have a bias for action. We act like owners. We are willing to change even reputed company it’s hard.
• One Team: We strive to break down silos, collaborate effectively, and celebrate each others’ successes.
• Global reputed company: We consider different perspectives and celebrate diversity. We are one team. The work we do has an impact on the world.

Global Benefits

• Remote First Culture
• Health Care Coverage*
• Education Reimbursement*
• Competitive Paid Time Off 
• Self-Care Days
• National Holidays*
• 2 Founder Days + Juneteenth Observed
• Paid Volunteer Time*
• Charitable contribution match*
• Monthly Wellness or Home Office Reimbursement/*
• Access to reputed company (mental health platform)
• Parental Leave*
• Retirement Plan with match/contribution*

* varies by country

Seeing Beyond the Job Ad At reputed company, we recognize it’s unrealistic for candidates to fulfill 100% of the criteria in a job ad. We encourage you to apply if you meet the majority of the requirements because we know that skills evolve over time. If you’re willing to learn and unleash your potential alongside us, join reputed company!