2nd Line Support

We specialise in the recruitment of high quality candidates in the Technology Support sector. We have an excellent opportunity for a 2nd Line Support / Tier 2 Escalation Specialist role.

£31,450 - £47,000 + 10% Bonus + Shares + Remote working + Amazing other benefits.

2nd Line Support / Tier 2 Escalation Specialist Core Duties

• Discover, investigate, test, document, resolve or escalate customer reported issues
• Handle escalated cases from Tier 1 with a sense of ownership and customer focus
• Support customers via email, phone, screen-share, and chat
• Thoroughly understand, reproduce, document, and solve technical issues
• Learn new technologies, programming languages, frameworks, and networking concepts
• Work with colleagues and cross-departmental peers to investigate complex customer issues
• Identify opportunities for improve applications, API, apps and integrations
• Occasionally support Tier 3 on-call Engineer during application incidents
• Contribute to internal KCS knowledge base

2nd Line Support / Tier 2 Escalation Specialist Key Skills

• Ability to speak fluent German and English
• 2+ years Tier 1 Support experience or 1+ year in an escalation capacity - supporting a SaaS product is advantageous
• An understanding of the SaaS software model
• General understanding with RESTful APIs and ability to evaluate and discuss technical integration scenarios and architectural concepts
• Familiarity with one or more programming languages or conceptual understanding of programming basics
• Excellent interpersonal and communication (written/verbal) skills
• Customer-facing role experience
• Ability to break-down complex issues to troubleshoot and understand possible causes
• Experience working with ticketing / CRM tools
• Manage investigations that may be ambiguous and manage the customer expectations
• Empathize with customers and the resulting business impact they're experiencing
• Bachelor's degree, STEM degree or relevant industry certifications

Are you enthusiastic about the 2nd Line Support / Tier 2 Escalation Specialist job? Send us your CV in Word format today.