Duties and responsibilities
· Manage complex technical cases in a professional manner
· Follow best practice ticket management processes, i.e. ensuring tickets owned are handled and updated timely and every effort is made to make service levels
· Fully document every ticket, including all resolution steps
· Present a positive, effective and flexible contribution to achieving team targets and objectives
· Meet all personal targets
· Send all reports asked by the leader when requested
· Protect confidential and sensitive information and materials
· Collaborate with other team members to provide high quality support
· Ensure constant self-development using gathered experience, web based training, and any other available tool
· Attend feedback sessions with Quality Team
· Make a correct use of all communication channels with customers, including phones, remote sessions etc
· Be the bridge of contact between L1 and L3 when needed.
· Take Premier Contract cases when requested.
· Mentor L1 engineers if needed or requested by the manager.
Skills and competencies
Customer orientated, motivated to take charge of both customer engagement and problem resolution. High customer service, telephone, oral and written skills.High written and oral knowledge of English
· Proficient knowledge of various hardware, software and Linux operating systems.
High Technical Skills/Knowledge (Databases, Diverse Operating Systems, Programming, Networking, etc) – Technical skills have to be higher than L1 engineer. Be familiar with database product, database administration and SQL.Troubleshooting skillsCapable of being self-managedTeam player
Education and Experience
· More technical experience and studies than a level 1 is desirable.
· Previous experience on the software
· Technical education at a high level is preferable.
· Experience in Customer Service is needed
· Engineer certified on the product supported when needed.

TEK Experts partners with leading IT & Telecommunications organizations to help them expand their operations, while maintaining high levels of both technical expertise and customer service.
TEK Experts provides nearshore solutions for outsourcing and staff augmentation of software services.
Please visit company website @ http://tek-experts.com/about-us/