L2 System Support Professional

Become an established technical trouble shooting expert supporting providing guidance to the Customer Support team to resolve issues with products/connectivity.

Responsible for managing tickets updating clients account manager updated on progress.

Provide technical expertise for all questions arising during the trouble shooting process. Respond to questions arising from different client stakeholders with corresponding technical responses.

Ensure clients remain informed of the issue and articulate the problem in an appropriate manner from first identifying the issue through to resolution.

Use your project and internal / client stakeholder management expertise to develop, agree and deliver technical projects for larger complex issues.

Identify trends and potential problem sources escalating, where necessary. Gather data and share finding

Investigate queries and liaise with product team, if necessary, to ensure problems are resolved. Determine the root cause issues and thoroughly document resolutions and workarounds as Knowledge Based articles.

Lead and participate in continuous improvement reviews to evaluate the process and identify areas for development.

Be competent with how internal external third-party platforms operate. Establish key contacts relationships with internal external colleagues.

Act as a primary interface with the Development Team on any escalations from client users and own the resolution path for detailed technical solutions to issues.

Develop and regularly maintain a great general knowledge of all Freespace products to help define new ways of trouble shooting investigation issues.

Coordinate with Support team Account Management in the organisation to provide updates on issues identified working progress.