Technical Support Specialist – Level 2

About Excello BPO

At Excello BPO, we connect talented professionals with exciting opportunities to work with US-based companies. We are committed to building strong teams, supporting professional growth, and delivering exceptional service to our clients.

About the Position: On-Site Position

We are looking for an experienced Technical Support Specialist – Level 2 to join our growing team.

This position combines advanced technical troubleshooting, backup and data recovery, and customer relationship management.

The ideal candidate has strong technical expertise, excellent communication skills, and the ability to provide solutions while identifying opportunities to support customer needs and business growth.

Key Responsibilities

Technical Support & Data Recovery

• Provide Level 2 technical support and resolve escalated technical issues.
• Troubleshoot backup failures, system errors, and data recovery issues.
• Install, configure, and maintain backup solutions for servers and endpoints.
• Perform file, system, and database recovery operations.
• Support Windows Server environments and Microsoft 365 backup solutions.
• Document troubleshooting steps and resolutions in ticketing systems.
• Collaborate with technical teams to resolve complex issues.

Customer Support & Account Management

• Assist customers with product trials, technical demonstrations, and service inquiries.
• Provide recommendations and quotations based on customer requirements.
• Follow up with potential customers throughout the trial process.
• Identify opportunities for account upgrades and additional services.
• Maintain positive relationships with customers and business partners.
• Support customer retention and account management activities.

Requirements

• 3+ years of experience in Level 2 Technical Support, preferably in an MSP, IT services, or SaaS environment.
• Hands-on experience with backup and data recovery solutions.
• Strong knowledge of Windows operating systems and Windows Server.
• Experience troubleshooting servers, endpoints, and remote IT environments.
• Familiarity with ticketing systems such as HaloPSA, ConnectWise, Autotask, or similar.
• Advanced English communication skills, both written and spoken.
• Strong troubleshooting, analytical, and problem-solving abilities.
• Comfortable communicating directly with US-based customers.
• Ability to explain technical solutions clearly and professionally.
• Availability to participate in an after-hours emergency support rotation.