L2 Support - Application

Key Responsibilities of an L2 Support Role:

1. Incident Logging and Tracking:

• Responding to customer requests email or ticketing systems.
• Gathering relevant information from database and understanding the issue.
• Providing clear resolutions and escalation to relevant teams and tracking.
• Ensuring accurate records for future reference or escalation to higher support levels.
• Work in night shifts as per roster

2. Escalation Management:

• Escalating more complex or unresolved issues to Level 3 support teams.
• Providing all relevant information and context when escalating incidents.

3. Monitoring and Reporting:

• Monitoring systems for alerts, incidents, and potential issues.
• Generating reports or tracking metrics (e.g., response times, resolution times).

Skills & Competencies:

• Technical Knowledge:

• Basic understanding of operating systems (Windows, Mac, Linux).

• Familiarity with common business software (e.g., Microsoft Office, email clients).

• Experience with ticketing systems like ServiceNow, Zendesk, or Jira.

• Communication Skills:

• Clear verbal and written communication, especially when explaining technical information to non-technical users.

• Active listening and empathetic service skills.

• Problem-Solving:

• Ability to think logically and troubleshoot common issues based on available resources.

• Ability to follow step-by-step procedures for diagnosing problems and resolving basic issues.

• Time Management:

• Ability to handle multiple tasks and prioritize based on urgency.

• Ensure timely responses and follow-ups.

• Attention to Detail:

• Accurately logging incidents and categorizing issues based on impact.

• Attention to user needs and ensuring quality service.

Educational Qualifications:

• A Bachelors degree in computer science, information technology, or a related field is preferred, but not always required.
• Very good with SQL
• Hands on experience with Oracle preferred

Experience:

• Typically requires 1-2 years of experience in IT support or a similar customer service role.
• Experience in handling support tickets is beneficial.
• Familiarity with customer service tools and troubleshooting methods is a plus.

Tools and Software Commonly Used:

• Ticketing systems: Symphony preferrable.
• Remote desktop software: TeamViewer, AnyDesk, Remote Desktop Protocol (RDP).
• Good to have Insurance domain knowledge.