Tier 2 Technical Support Specialist

About The RoleAs a Tier 2 Support Agent in the Technical Support team, you will be responsible for resolving all Tier 1 escalations in a professional and timely manner. You will leverage your advanced technical skills and in-depth product knowledge to troubleshoot and resolve complex issues that go beyond the scope of Tier 1 support.This role requires a strong problem-solving mindset, excellent communication skills, and a calm, empathetic approach to customer service. You will play a key role in maintaining service excellence by guiding and mentoring Tier 1 agents, ensuring all escalations are addressed within the defined SLAs. Your contributions will be essential in upholding the support team’s reputation for reliability, efficiency, and customer satisfaction.Key ResponsibilitiesServe as the escalation point for Tier 1 support agents and handle advanced technical issues within SLA.Manage inbound communication on Hubspot CRM (2 years experience required).Provide technical support for Windows 10/11 and macOS (Catalina through Tahoe).Troubleshoot hardware issues related to peripherals including webcams, microphones, headsets, and more.Administer and support learning platforms such as Canvas LMS (2 years experience required).Serve as the escalation point for Tier 1 support agents and handle advanced technical issues within SLA.Manage inbound communication on Hubspot CRM (2 years experience required).Provide technical support for Windows 10/11 and mSupport and troubleshoot issues with Zoom including administration tasks (2 years experience required).Provide basic support and navigation for Okta, Canva, PowerSchool and Google environments.Support and troubleshoot issues with Office 365, including administration.(1 year experience required)Assist in the administration and support of proctoring tools such as The Invigilator (1 year experience required).Support and troubleshoot issues with Teneo Tutors. (Learner and parent support)Manage format changes for the learners as per parent requests.Support and administration for Canva.Support and troubleshoot Slack.Point of contact and communication between academic teams and technical support.Train and mentor Tier 1 support agents, sharing best practices and guidance.Identify recurring issues and recommend long-term solutions or process improvements.Maintain detailed documentation of support cases, processes, and solutions, including updating the Technical Support training course.Deliver support with a high degree of professionalism, empathy, and patience.Able to remain calm and organized under pressure.Contribute to a collaborative and positive team environment.Provide exceptional customer service.Required Skills & QualificationsMinimum Education: Matric certificateTechnical ProficiencyExcellent knowledge of Windows and Mac OS. IOS and Android knowledge required.Comfortable using the software programs described and able to work independently on the programs.Extensive hardware knowledge and able to troubleshoot remotely via Anydesk, Windows Quick Assist or Mac Screen Sharing.Tech-savvy with a keen interest in new technologies.Work Style & OrganizationOrganized, proactive, and able to multitask effectively in a virtual environment.Good leadership and mentoring skills, must lead by example.Customer Service & CommunicationStrong communication and interpersonal skills.A customer-first mindset.Patient and empathetic when supporting learners of all ages.Working ConditionsFlexible additional hours may be required, including evenings or weekends.Fully remote position with daily virtual team meetings.The role requires a stable internet connection (30–50 Mbps upload and download), a reliable PC or laptop with a minimum 2.5 GHz processor and 16 GB RAM, and a quiet, dedicated workspace suitable for remote work.Preferred SkillsPrevious experience in an online environment or education background.Knowledge of South African and British school curriculums.Excellent problem solving skills.