What are the responsibilities and job description for the Tier 2 Support Engineer position at Awager?
- Provide prompt and effective technical assistance to customers via phone, email, chat (Not to end players but to operators)
- Troubleshoot and resolve customer issues by analyzing symptoms, diagnosing problems, and offering solutions.
- Escalate complex or unresolved issues to appropriate internal teams while ensuring timely follow-up and issue resolution.
- Educate customers on product functionalities, usage, and best practices to enhance their experience and satisfaction.
- Provide excellent customer service, ensuring prompt and satisfactory resolution of technical issues.
- Lead setup activities, Systems configurations and tests
Requirements:
Qualifications:
- Proven experience in quality assurance and technical support roles, preferably in a software or technology company.
- Knowledge of computers’ networks and configurations
- Knowledge of Linus OS, scripts, and automation - advantage
- Experience with ticketing systems and monitoring interfaces.
- Willingness to shifts position, including weekends and holidays
