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 within 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 point 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 point 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 via telephone, email, and chat for Turnitin customers experiencing escalated technical issues
- Maintain consistent ticket quality, achieving the agreed-upon target for monthly reviews
- Proactively support users of the Turnitin products (administrators, instructors, teaching assistants, exam takers and proctors) ensuring problem resolution, system access, optimal system performance, and overall customer happiness
- Become a Subject Matter Expert on all Turnitin 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-ups
- Supporting the Quality and Knowledge team with the creation of training modules
- Point 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
- Excel at developing and maintaining good working relationships between Tier 1, Tier 2, Product, Integrations, and Support Leadership teams
- Champion customer centricity at all times, understanding when to push back on advice that does not meet our customer's expectations
- Actively collaborate with team members on all tasks, projects and assignments to resolve complex issues
