Job Description
We are seeking a skilled Tier 2 Support Specialist to provide advanced technical support to end users and ensure smooth day-to-day IT operations. This role involves analyzing, troubleshooting, and resolving complex technical issues while delivering an exceptional customer experience. You will handle escalated support requests, perform hands-on troubleshooting, and contribute to continuous service improvement. This is a remote role on the permanent rolls of New Era Technology.
Key Responsibilities include receiving, prioritizing, documenting, and resolving incoming help requests via phone, email, and ticketing system. Also gathering all relevant end-user information including user details, department, contact info, and issue description. Build strong rapport with customers and gather complete problem details. Prioritize, schedule, and escalate issues as required to ensure timely resolution.
About New Era Technology
New Era Technology is a global technology solutions provider supporting more than 20,000 customers across multiple industries.