Tier 2 Customer Support Representative

Tier 2 Customer Support Representative (Remote - UK Based)

Accredible is looking for a full-time Tier 2 Technical Support Engineer to grow our world-class customer support team. This role is remote, working with a small but rapidly growing team online.

Mission

The mission is to increase the team’s capacity to effectively respond and provide technical assistance, as well as produce and curate valuable knowledge materials, identify and report bugs and feature requests, and support product knowledge within internal teams.

Outcomes

To be achieved by the end of month three of role start:

• To improve the Service Desk (ISD) and Developer metrics, including:
• Time to Respond
• Time to Resolution
• Sprint Velocity
• Be able to effectively prioritise issues raised to Tier 2
• Provide accurate issue diagnosis, and where possible provide troubleshooting solutions
• Provide effective diagnosis write-ups and replication information for Tier 3 if the issue needs to be escalated further
• To manage Accredible’s Internal Service Desk
• Prove to be the voice of the customer when managing Sprint work schedules with development and engineering
• Be able to assist with customers when needed at Tier 1 Support.
• Improve Tier 2 Response rates for Enterprise Customers

Key Responsibilities

• Research and identify solutions to software issues for web applications using API calls via ‘curl’, POSTMAN or similar tools. The role may also involve read-only database queries and analysing application logs along with use of LogDNA, Bugsnag, ScoutAPM, Cloudtrail@AWS and other developer support SaaS tools
• Diagnose and troubleshoot technical issues using various Javascript-based Browser tools, including account setup and web application configuration.
• Ask customers/team members targeted questions to quickly understand the root of the problem
• Track computer system issues through to resolution, within agreed time limits
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
• Provide prompt and accurate feedback to Tier 1 Support or customers directly
• Refer to internal database or external resources to provide accurate tech solutions
• Ensure all issues are properly logged
• Prioritize and manage several open issues at one time, including managing conversations with assigned Tier 3 engineers where needed.
• Document technical knowledge in the form of notes and manuals

Competencies

• Flexibility/adaptability - Adjusts quickly to changing priorities and conditions. Copes effectively with complexity and change.
• Investigative/problem-solving skills- Demonstrates the ability to use the information and tools available to solve complicated problems and find solutions/workarounds where possible.
• Intelligence - Learns quickly. Demonstrates the ability to absorb and understand new information and tasks.
• Communication. Can communicate and work professionally and effectively with customers, other team members and colleagues from other departments. This includes exemplary written and spoken English language skills.
• Independent and self-motivated. Can be held accountable for tasks and ongoing responsibilities with little supervision.
• Empathy and patience - Responds to customers with compassion and seeks to understand their request/point of view.
• Efficiency - Able to produce significant output with minimal wasted effort.
• Honesty/integrity - Does not cut corners. Earns trust and maintains people’s confidence. Does what is right, not just what is politically expedient. Speaks plainly and truthfully.
• Organization and planning - Is capable of handling multiple tasks without dropping core responsibilities.
• Persistence - Demonstrates tenacity and willingness to go the distance to get something done.
• Resilient/calm under pressure - Maintains stable performance when under high pressure or stress.

Requirements

• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role using API calls for web applications via ‘curl’, POSTMAN, or similar tools.
• Should also be familiar with database queries and analysing application logs along with use of LogDNA, Bugsnag, ScoutAPM, Cloudtrail@AWS, and other developer support SaaS tools
• Hands-on experience with using various Javascript-based Browser tools as well as web application configuration. Also, familiar with Windows/Linux/Mac OS environments
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and troubleshoot basic to mid-complexity technical issues
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal

Nice to have:

• Previous experience with Jira and/or Salesforce
• Previous experience with Metabase
• BS degree in Information Technology, Computer Science or relevant field
• Additional certification in Web Application support or troubleshooting is a plus

Compensation & Benefits:

• Competitive salary.
• 35 days annual vacation.
• Generous sick time and compassionate leave to support our team members’ health needs, and physical and mental well-being.
• Flexible hours & remote work; while we fully support digital nomads,you must be able to align with your team’s predominant time zones.
• A high-energy, collaborative, and supportive high-growth organization backed by some of Silicon Valley's top venture capital investors.
• Two hours per week (paid) to spend learning anything you like related to your role, plus a budget to spend on learning materials (courses, books, conferences). We love education and we believe in nurturing your growth!
• A promise to invest in your growth personally and professionally. Wherever you would like to go and whatever you would like to do, we will be there to support you.
• Many additional perks!

Equal Opportunity

Accredible is Open and Inclusive. We welcome people of any gender identity or expression, race, skin color, ethnicity, age, size, nationality, sexual orientation, ability level, neurotype, religion, elder status, family structure, culture, subculture, political views, education level, identity, and self-identification. We welcome teachers, learners, activists, artists, dreamers, doers, ordinary people, extraordinary people, and everyone in between.

Accredible is the world’s leading digital credential platform, enabling education and training leaders to increase learner engagement and drive program growth. Over 2,300 organizations, including Google, IAPP, McGraw Hill, MIT, Skillsoft, Slack, and the University of Cambridge, rely on Accredible to manage and measure everything from issuing digital certificates and badges to visualizing learning pathways to spotlighting certified learners. Founded in 2013, Accredible has helped issue and verify over 125 million career-advancing credentials. To learn more, visit accredible.com.