JOB SUMMARY:

The position includes but is not limited to the following roles of providing support to Internal and External Customers. The Tier 2 will be responsible for providing escalation support for Helpdesk Agents and internal departments. Serve as a mentor to the Tier 1 technical support agents by providing documentation to improve product knowledge.

DUTIES AND RESPONSIBILITIES:

• Provide exceptional customer service in all Customer communication platforms

• Verbal,Email,Chat,Cases, and other types of communication methods

• Monitor Escalation Smartsheet when needed
• Update Customer and contact details in Service Now
• Escalate any product related issues to NAM Tier 3 Team
• Provide support to Tier 1 Support Agents on all product lines
• Write/Update minimum of 1 Knowledge Article per month.

• Take escalations from Tier 1 Support Agents
• Provide support to Project Managers
• Provide support to AMS/Sales
• Quality Check Accounts and Update Customer Profiles as necessary
• Light Travel (0-10%)

CORE COMPETENCIES:

Technical Expertise

• Proficient in Microsoft Office Suite products such as Excel, Word, and Outlook recommended

• Expert in all product lines offered by AAGS
• Will be required to learn the basics in our product portfolio including hardware and software
• A+ Certified (Recommended)
• See Support Agent Matrix for Requirements for Technical Ability

Personal Skills:

• Strong interpersonal skills and the ability to communicate effectively and professionally
• Provide the highest level of customer service both internally and externally
• Able to manage multiple tasks efficiently and effectively
• Able to write technical documents for training purposes

• Escalation management
• Time management
• Teamwork
• Always maintains a positive attitude and atmosphere
• Self-Driven - Motivated

REQUIREMENTS:

• Monday through Friday full time employee
• Strong customer service skills
• Leads by example by having a positive attitude with clients and company employees

• Delivers completed tasks in on time and accurately
• Strong organizational skills and able to multi-task successfully and effectively
• Communicates well with management and peers
• Must work extremely well under pressure
• After hours On-Call Support rotation