Support Engineer-Tier 2

$60,000 - $60,000/Yr

Addigy - Miami, FL

Full-time - Entry Level

Remote - Miami, FL

Publishing Industries

About the position

The Support Engineer - Tier 2 role is designed for individuals passionate about Apple devices and technology, providing high-level customer support to IT professionals. This full-time position focuses on delivering exceptional service, managing support tickets, and contributing to the knowledge base while collaborating with various internal teams to resolve customer issues effectively.

Responsibilities

• Timely handling of incoming support tickets through all pertinent channels.
• Representing the Support Team in Squad meetings to report ticket trends and prioritize customer issues.
• Creating and managing Problem Tickets for tracking potential Bugs/Defects or major Product Enhancements.
• Contributing to the Support Knowledge Base by creating, updating, and approving KB articles.
• Assisting with onboarding of new Tier 1 and Tier 2 Support Engineers.
• Creating an exceptional white glove customer service experience for Addigy customers.
• Troubleshooting complex issues in macOS, iPadOS, and iOS environments.
• Proactively reaching out to customers to understand their issues via email, chat, or phone.
• Thinking critically to research and identify solutions to software issues.
• Following standard operating procedures to ensure all issues are logged and documented.

Requirements

• Bachelor's degree in Computer Science or related field.
• Experience with customer support in a technical environment.
• Strong communication, problem-solving, and presentation skills.
• Familiarity with macOS, iPadOS, and iOS environments.
• Ability to manage multiple support tickets and prioritize effectively.

Nice-to-haves

• Experience with G-Suite, Slack, Zoom, Jira, Salesforce, Confluence, Zendesk, and ChatGPT.
• Certifications in Apple technologies or related fields.

Benefits

• Competitive salary starting at $60,000/year.
• Eligibility for an annual bonus based on performance.
• Market competitive benefit package.