Job Description

• As a Level2 Technical Support Analyst, you will be primarily responsible for escalated cases provided by frontline customer support and/or technical support via inbound or outbound through various contact methods i.e., Phone, Chat, Email.

• You will provide information and in-depth troubleshooting in general business (including technical docking of maintenance center) and services help with processing orders, collecting feedback on typical product problems, providing customers with direct, efficient and professional technical and aftersales solutions.

• Organize coaching for frontline agents in area of improvement, to make the overall product knowledge and technical skills better.

• A L2 - Technical Support Analyst is a role where you resolve issues escalated by L1 agents within the specified time limit, or in case seek further support by escalate it to the relevant team with a timely manner. Prepare FAQ and share with the team by collecting difficult situations you encountered with or sent for learning purpose by the client to improve the team’s problem-solving ability.

• Maintain professional communication with the AA Tech’s technical support specialist and cooperate and reports to the Team Leader.

Requirements

• Has strong written and spoken communication skills in English (B2 or higher)
• Confident problem solver skills and customer-first mindset
• Good knowledge in Microsoft Office products
• You are a great team player
• Highly customer focused

Working Hours:

• Full time position (40 hours/week)
• Working schedule: Monday to Friday 9:00 AM - 18:00 AM.

Benefits

What We Offer:

• Competitive salary and cafeteria benefit package
• Medical Coverage: private health insurance package ( Medicare)
• Paid training to equip you with everything you need
• A full-time role in our modern office

How to Apply:

If you'd like to be a part of a dynamic team and feel this role is a great fit for you, send us your CV.

Be the voice that helps customers navigate the world of a leading retail brand!