XTN-6715104 | TECHNICAL SUPPORT REPRESENTATIVE L2

Duties and Responsibilities:

• Act as a liaison between our customers and our engineers

• Provide solutions for problems that cannot be handled by level 1 Technical Support

• Manage escalated Level 2 and Level 3 tickets

• Manage customer escalations

• Assist customers with more complex set-ups

• Be a part of a “new product launch team”

• Test new product, research, work closely with other teams, and create documents such as troubleshooting procedures

• Supervise, mentor, train, and/or coach employees

• Complete performance evaluations

• Create policies and procedures, Knowledge Base articles and identify process improvements

• Other duties as assigned