Level 2 Support Specialist

People Intelligence

US Vendor | Be Part of a Global Team | 2nd Level Support | Unified Communications | Sydney CBD

Based in Sydney CBD, you will be working for a US vendor that is a global leading provider of technology-driven communication services, serving Fortune 1000 companies and other corporate clients from a variety of industries that includes telecommunications, retail, financial services, public safety, technology and healthcare.
This business leads the way in hosted and cloud-based digital media solutions. They focus on four complementary components of the Unified Communications spectrum: Conferencing & Collaboration, Managed Voice, Network Services and Digital Communication Services.
You will be responsible for providing 2nd level troubleshooting for clients, investigating & resolving escalated technical queries & issues as well as developing advanced best practice guidance around various unified communications products. You will assist external clients and internal stakeholders with their queries and issues.
The role:
  • Respond to escalation requests from Tier 1 support staff, internal teams channel partners and external clients
  • Lead client & partner calls to review product-related best practices, general Q&A and post-issue reviews
  • Create internal Incident Response write-ups on behalf of clients & partners, to ensure proper issue tracking
  • Work closely with Senior support staff for advanced guidance, escalating to development and quality teams as needed
  • Collaborate with teammates and quality teams on complex requests to provide the best possible workflow options
  • Verify and log technical bug issues
  • Test product enhancements and bugs pre and post product release
  • Fix product configuration issues
  • Create product-based workarounds, adhering to and communicating best practice guidelines
  • Create & review knowledge base documentation created by Enterprise/Tier 1 technical specialists
  • Conduct webcasts as needed for clients & partners
  • Report and communicate client issues to senior technical specialists, ensuring future clients are trained accurately
  • Work on client integration projects and custom requests, acting as a liaison for internal teams
  • Spot-check high profile and/or high-volume transactions to ensure they are set up properly  
To be successful in this role, you will have the following essential criteria:
  • A Graduate with a Bachelor’s Degree in IT and/or Business
  • At least 2 years’ experience in a Level 2 IT Services, Escalations/Support or Solutions role working with clients & channel partners
  • At least 2 years’ experience in supporting Webcasting, Online/Virtual Events or Video Service products 
  • The ability to work well under pressure and able to focus on resolving complex IT problems
  • You will have a curious personality with lots of initiative that enjoys knowledge sharing and learning about UC products & business process improvement
  • The ability to investigate detailed technical issues while focusing on client service & satisfaction
  • First class communication skills both verbal and written
  • Skilled in using browser developer tools for troubleshooting
  • Knowledgeable in HTML/CSS/Dreamweaver
  • The ability to write technical documentation targeting non-technical audiences