Tier 2 Support Specialist

Description

Growthspace is seeking a highly motivated and detail-oriented Tier 2 Support Specialist to join our Operations team.

In this role, you will oversee our Tier 1 agents, collaborate closely with our Tier 3 Dev Team, and analyze support metrics. You will manage our Help Center and Chat Bot, optimize various systems to ensure seamless operations, and handle daily operational tasks. The ideal candidate will have a passion for innovation, continuous learning, and process improvement.

Key Responsibilities will include:

1. Collaboration and Coordination:

• Manage tickets, follow-ups, and priorities, as well as schedule calls between clients and the R&D team.

• Support Tier 2 agents with technical issues and operational requests.

2. Data Analysis and Reporting:

• Analyze metrics to identify trends and areas for improvement.

• Prepare and present reports on support metrics and team performance.

3. Help Center & Systems Optimization:

• Oversee and enhance Help Center and Chat Bot functionalities.

• Administer and optimize systems like Zendesk and Jira to ensure seamless operation and integration.

4. Innovation and Process Improvement:

• Lead initiatives to implement new systems, tools, and technologies.

• Continuously seek ways to improve support processes and workflows.

5. Knowledge Sharing and Documentation:

• Promote continuous learning and facilitate training sessions.

• Maintain and update comprehensive support documentation and knowledge bases.

6. Service Level Agreements (SLAs) and Daily Operations:

• Uphold SLAs for timely and effective support.

• Monitor and report on SLA compliance.

• Handle daily operational tasks to ensure smooth functioning and resolve issues.

Requirements

• 1-3 years of experience in support and operations roles

• Previous experience in a customer facing role with US customers is a big plus

• Proficient in using systems such as Zendesk, Jira, or equivalent platforms.

• Native-level proficiency in English - A must 

• Analytical mindset with the ability to interpret data and generate insights.

• Advanced troubleshooting skills in database management, log analysis, and code debugging.

• Passion for technology and process improvement.

• Ability to work hard and manage multiple tasks effectively.

• Strong organizational skills and attention to detail.

• Excellent communication and interpersonal skills.

• High motivation and a proactive attitude