What are the responsibilities and job description for the Support Specialist position at SecurePRO, Inc.?
Support Tier 2
Tier 2 support involves more specialized technical assistance compared to Tier 1 support. This level of support deals with complex issues that cannot be resolved at Tier 1 and often requires deeper expertise or specific troubleshooting knowledge.
Create support tickets in OBS
The current systems are Observables, DMP, alarm.com, and Stanley.
If a tech is required, work with the team and schedule a tech.
Assign Observables tickets, manage tickets/jobs (See ticket/job procedure)
Tier 2 support alarm structure
Initial Point of Contact: Tier 2 support agents are the first point of contact for customers or users, handling basic customer inquiries and troubleshooting simple issues.
Basic Troubleshooting: Tier 2 support staff analyzes symptoms, identifies underlying problems, and begin resolving issues, ensuring that time is not wasted on attempting to solve symptoms instead of problems.
Escalation: If needed, Tier 1 support agents may transfer and escalate customer contacts to specific departments or teams, typically to Tier 3.
Tasks: Receive emergency and non-emergency calls/texts for customers in SB and SLO during working hours. Provide the 2nd line of support and troubleshoot issues that customers are having. Create support tickets in OBS. If a tech is required, work with the team and schedule a tech.
Key Characteristics:
Handles advanced customer issues and simple troubleshooting
Provides elevated support and triage
May utilize automated or self-service solutions to resolve issues
Example Industries:
IT and Technology
Customer Service and Support
Alarm/Fire Desk and Field Support
Best Practices:
Implement a clear escalation process for complex issues
Utilize automation and self-service solutions to streamline basic issue resolution
Ensure Tier 2 support agents are adequately trained and equipped to handle initial customer inquiries
Monitor and analyze Tier 2 support performance to identify areas for improvement
Salary : $25 - $35