The Level 2 Technician will be responsible for working directly with other members of the customer support team in order to support company software and infrastructure
Provide client support and software related issue revolutions via e-mail, phone and other electronic medium;
Triage, troubleshoot and address primarily frontline and escalated support issues for company solution customer;
Identify, research and resolve customer issues using available information resources;
Follow-up on customer inquiries;
Recognise repeated patterns in support requests and document them for information resources.