Technical Support Specialist – Tier 2

Technical Support Specialist – Tier 2

About The Role
As a Technical Support Specialist you will be responsible for incoming customer tickets that require deeper analysis having been escalated from Tier 1 support. Often these will require a wider understanding of Windows, Web, networking and cloud technologies. Your typical weekly workload will involve 15 tickets from approximately 25 BroadSoft service providers in the US and around Europe. Over time you will develop strong working relationships with provider support and engineering teams. Organisational skills and attention to detail are essential in profiling incoming tickets, managing SLA’a and liaising with the internal development team as necessary. Working with the Business Development team, you will assist in on-boarding new service providers and providing technical assistance as required in getting evaluation instances online. This role would suit anyone that is currently in a BroadSoft support role and looking to take on a more advanced role

• Triage and manage incoming tickets that have been escalated beyond the Tier 1 Support
• Manage expectations for customers and adherence to LSA whilst keeping them informed of progress
• Contact end-user customers to visualise and understand issues for accurate diagnosis

About You
• You will have at least 2 years experience in working in a BroadSoft focused environment, either with a Service Provider, Reseller or BroadSoft ecosystem vendor, in a technical support role
• A good understanding of the Cisco BroadSoft feature set, including UC and ACD call centre features and customer use cases
• Proven experience in fault-finding
• Ability to interpret log files
• Good customer facing and communication skills and clarity, both on customer calls and written ticket updates
• Experience managing multiple priorities with minimum supervision

• 20 days Annual Leave with an additional day per 2 years completed service
• Flexible Working – Normally office based 2 days per week
• Allowance for home broadband and mobile
• Company laptop

About Kakapo Systems
Kakapo Systems is a software development firm, specialising in Receptionist, Call Centre and Contact Centre solutions that are used by telecoms service providers around the world. Our products help businesses improve their inbound customer contact experience and drive productivity
We are headquartered in Wimbledon, London, with a software development team in Kerala, India

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