Software Support Technician - Tier 2

As a Software Support Technician - Tier 2, you will be supporting customers using Point of Rental software. The primary role of the Tier 2 Support Tech is to deliver an awesome experience to our customers. A qualified Technician thrives on going above and beyond on every interaction and will be the primary voice of POR to our customers., * Advanced Troubleshooting: Diagnose and resolve complex software issues that Tier 1 support cannot handle, utilizing in-depth technical knowledge and analytical skills.

• Technical Support: Provide support for software applications, including installation, configuration, and upgrades. Address bugs, performance issues, and user inquiries. Respond to customer requests for assistance.
• Address customer needs within existing specifications and defined standards.
• Provide an exceptional customer experience with excellent communication, responsive follow-through, and advocacy for customer issues within the support team and other internal departments.
• Provide thorough and complete case notes and documentation of customer issues.
• Analyze customer problems and research solutions using the software knowledge base.
• Diagnose customer issues through process of elimination by asking probing questions.
• Document issues appropriately based on existing guidelines.
• Escalation Management: Act as a point of escalation for Tier 1 support staff, ensuring timely resolution.
• Collaboration: Work closely with development teams to identify and address software issues and provide feedback for continuous improvement.
• Training and Mentoring: Assist in training Tier 1 support technicians and contribute to support documentation and knowledge base articles.
• System Monitoring: Monitor software performance and stability and implement proactive measures.

• Experience: Minimum of 5 years in a software or technical support role, with a focus on Tier 2 or higher-level support.
• Technical Skills: Strong knowledge of software troubleshooting techniques, operating systems, and applications. Experience with SQL. Experience with servers and on-premises software.
• Education: Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent.

Desired qualifications

• Experience in the Rental Industry
• Experience using Point of Rental Software Syrinx