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For Companies At a Glance
- Tasks: Resolve complex technical issues and support customers with Level 2 inquiries.
- Company: Join a dynamic team focused on delivering top-notch customer support in tech.
- Benefits: Enjoy flexible working options, training opportunities, and a collaborative culture.
- Why this job: Be part of a team that values problem-solving and customer satisfaction while enhancing your tech skills.
- Qualifications: Experience in technical support or IT is preferred; strong communication skills are essential.
- Other info: Opportunity for growth and learning in a fast-paced environment.
The predicted salary is between 30000 - 42000 £ per year.
About the role
The 2nd Line Support Technical Specialist is responsible for managing and resolving complex Level 2 technical and operational issues for our customers within agreed service level agreements (SLAs).
Primary Responsibilities
- Work with customers to understand, diagnose, and address cases, including complex customer support, bugs, and defects.
- Manage and support complex incidents through problem record management.
- Provide expertise in API, Payment, and platform outage management.
- Promptly and efficiently address Level 2 customer inquiries escalated by Level 1.
- Take ownership of and resolve Level 2 technical and operational issues within agreed SLAs.
- Escalate to 3rd line support (Product Operations) when resolution is impeded by complexity or time constraints.
- Assess cases/incidents triaged by Level 1 for quality and provide guidance on resolution at Level 1 if applicable.
- Record, monitor, and prioritize incidents and service requests, ensuring prompt resolution and appropriate escalation.
- Enforce IT security policies and educate users on data security best practices.
- Maintain transparent communication with customers regarding requests and incident statuses.
- Collaborate with other teams and customers to resolve complex issues and improve service desk operations.
- Identify training needs and request knowledge articles for Service Desk cases.
2nd Line Support Technical Specialist employer: Conferma Limited
Contact Detail:
Conferma Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 2nd Line Support Technical Specialist
✨Tip Number 1
Familiarise yourself with common Level 2 technical issues and their resolutions. This will not only help you in interviews but also demonstrate your proactive approach to understanding the role.
✨Tip Number 2
Brush up on your knowledge of APIs, payment systems, and platform management. Being able to discuss these topics confidently can set you apart from other candidates.
✨Tip Number 3
Practice your problem-solving skills by working through case studies or scenarios related to customer support. This will prepare you for potential situational questions during the interview.
✨Tip Number 4
Network with current or former employees in similar roles. They can provide insights into the company culture and expectations, which can be invaluable during your application process.
We think you need these skills to ace 2nd Line Support Technical Specialist
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly understand the responsibilities of a 2nd Line Support Technical Specialist. Familiarise yourself with the technical skills required, such as API management and incident resolution.
Tailor Your CV: Highlight relevant experience in your CV that aligns with the job description. Focus on your problem-solving skills, experience with customer support, and any technical expertise you possess that relates to Level 2 support.
Craft a Strong Cover Letter: Write a cover letter that showcases your passion for technical support and your ability to manage complex issues. Use specific examples from your past experiences to demonstrate how you meet the requirements outlined in the job description.
Proofread Your Application: Before submitting, carefully proofread your application materials. Check for any spelling or grammatical errors, and ensure that all information is clear and concise. A polished application reflects your attention to detail.
How to prepare for a job interview at Conferma Limited
✨Understand the Role
Make sure you have a clear understanding of the responsibilities of a 2nd Line Support Technical Specialist. Familiarise yourself with common technical issues, especially those related to APIs and payment systems, as well as how to manage incidents effectively.
✨Showcase Problem-Solving Skills
Prepare to discuss specific examples where you've successfully resolved complex technical issues. Highlight your analytical skills and how you approach diagnosing problems, as this will demonstrate your capability to handle Level 2 inquiries.
✨Communicate Clearly
Since maintaining transparent communication with customers is key, practice explaining technical concepts in simple terms. This will show that you can effectively communicate with both technical and non-technical stakeholders.
✨Emphasise Team Collaboration
Be ready to talk about your experience working with other teams to resolve issues. Discuss how you’ve collaborated in the past and how you can contribute to improving service desk operations, as teamwork is crucial in this role.
