The Customer Service Technician (Level 2) is responsible for supporting all Intellian products via Phone, Email, Web chat, Remote Support Application and other technologies. This role will require remote support (90+%) at their desk through communication, instruction and collaborative troubleshooting with many customers/users of varying technical abilities.
Accurate data collection, entry and record keeping for Tickets and Cases in the CRM tool Salesforce is an essential part of the role.
This role is a 1st through 3rd line position and you will be expected to resolve a large number of tickets/cases without escalation when you are fully trained, it is however imperative that more technical 3rd-4th line issues are escalated to the correct team(s) quickly. 4th Line items could include situations where a field engineer needs to be dispatched, therefore accurate data for the job and a detailed work scope needs to be handed over to the coordinator and Field Services team.
This role will also include supervision, mentoring and on-the-job training of the Level 1 CS Helpdesk Technicians that are predominantly 1st-2nd line.
Once trained a key part of the role will be managing internal projects and completing items to a deadline such as, but not limited to; knowledgebase articles, internal technical bulletin writing and creation of customer facing documents such as “How to” guides.
This role requires shift work during the week and weekend/public holiday work to cover the helpdesk on a rotation basis.