Level 2 Support Agent

Level 2 Support Agent

Visual Vault is a Global Enterprise SaaS platform that provides high volume, multi-tenant, business process automation. Work with the latest tools, software patterns, and best practices to deliver dynamic solutions in multiple business models.

The Level 2 Support Agent is responsible for responding to customer product application support questions. Analyze problems to identify problem area(s) and recommend corrective action. Recommends solutions to application questions and Level 1 Support Agents. The Level 2 Agent will monitor, gather, and analyze data from various product sources to determine the significance of observed events. Interpret user requirements and develop/convey specifications to facilitate technical support, product development, and engineering groups.

This role supports the use of the main Visual Vault product and any additional Visual Vault applications. The Level 2 Support Agent reports to the Technical Support Manager. This is a full-time hybrid position based at our main office in Tempe, AZ.

Responsibilities:

• Serve as the secondary product support for escalated tickets from Level 1 or Level 3 Agents or leadership.
• Respond to customers with quality updates to meet service level agreements (SLAs).
• Manage and troubleshoot tickets assigned to the L2 group and yourself.
• Analyze complex problems and exercise judgment within defined procedures to determine appropriate action.
• Complete company-provided training courses and continually learn new material.
• Identify, analyze, and evaluate problems/opportunities, recommending and implementing potential solutions in a customer environment.
• Break down issues into components and utilize appropriate tools to fix or escalate them to Level 3 Support Agents for further investigation.
• Share knowledge and mentor customers and team members on effective software usage.
• Act as a knowledge resource on case review calls.
• Perform other assigned duties.

Qualifications:

• Capable of working independently and taking initiative to provide business solutions.
• 3+ years of experience in a technology field.
• Bachelor's degree or equivalent experience.
• Extensive experience handling Customer Support requests, issues, and problem resolution.
• Experience writing SQL queries.
• Experience diagnosing scripting languages such as JavaScript and Python.
• Collaborative, customer-focused, and able to create visible value.
• Self-directed with excellent time management and organizational skills.
• Highly motivated self-starter who takes initiative.
• Demonstrated analytical skills, especially in root-cause analysis and metrics-driven productivity and effectiveness.