[Hiring] Technical Support Analyst - Tier II @Uniguest

Role Description

We are looking for an experienced, passionate, and talented individual with excellent problem solving and communication skills to join our technical support team. Our Tier II Tech Support Analysts provide second-tier technical support for Uniguest customers via telephone, chat, and support portal. Tier 2 takes ownership of break/fix customer issues and represents a higher level of resolution skill and customer satisfaction for our business.

You will have the opportunity to work with our field engineers and support engineers to fully understand the problem and diagnose and reproduce issues as well as assist the development team in solving issues. You will also collaborate with our engineering and product teams to define extra functionality that either improves the stability of the software or makes issue diagnosis simpler.

Qualifications

• TCP/IP networking knowledge including Multicast is preferred
• Previous experience as a Tier 2/3 technical Support is preferred
• Ability to effectively communicate issues and resolutions to all levels of the organization and customer base
• Ability to work on own initiative and be a team player
• Ability to multi-task
• Passion for delivering top-tier customer support in a 24x7x365 environment
• Strong troubleshooting skills in both software and hardware
• Ability to learn new technologies quickly
• Advanced written and verbal communication skills for effectively assisting both technical and non-technical audiences
• Excellent customer service skills with a proactive and problem-solving mindset
• Strong initiative, resourcefulness, and the ability to work independently and collaboratively
• High-level research and analytical skills to identify and address emerging customer-impacting trends
• Ability to multitask, manage time effectively, and prioritize tasks in a fast-paced environment

Requirements

• Contribute to the IP of Uniguest and support the mission of the company and the tech support group (UCrew)
• Provide technical support for customers by troubleshooting a variety of applications and product lines
• Assist Tier 1 agents by providing guidance, clarifying processes, and reinforcing best practices to improve first-call resolution rates
• Encourage and promote the use of the Knowledge Base, identifying areas for improvement and training Tier 1s on effective usage
• Take ownership of complex customer issues, ensuring timely resolution while minimizing unnecessary escalations
• Work with customers and their IT teams to resolve long-duration issues effectively
• Demonstrate internal leadership through initiative-taking problem-solving and mentorship of Tier 1 team members
• Help manage the Tier 2 case backlog by properly categorizing, prioritizing, and actively working cases
• Ensure accurate and thorough documentation in the Uniguest case system
• Complete assigned projects, including account organization, documentation, and process improvements
• Escalate cases appropriately to higher Tier or Supervisor when necessary
• Exhibit positive work behaviors outlined in the Uniguest Employee Handbook
• Bring creative solutions and innovation to drive continuous improvement
• Maintain a strong understanding of Uniguest procedures and policies, setting an example for coworkers
• Responsibilities may be adjusted as business needs evolve

Benefits

• Supportive leadership team that rewards initiative and success
• Employee Assistance Program (EAP)
• Employee Referral Bonus Program
• Professional Development & Training Reimbursement Program
• Potential for advancement opportunities
• Performance bonuses
• Employee Recognition Rewards Program