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Technical Support L2

Technical Support L2

SnaphuntPeru
Hace 3 días
Descripción del trabajo

The Offer

  • Opportunity within a company with a solid track record of performance
  • A role that offers a breadth of learning opportunities
  • Leadership Role

The Job

Level 2 Technical Support Remote (Medical App Project Gulf Region)

Application Deadline :  July 25, 2025

Training Start Date :  August 4, 2025

Contract Type :  Freelance Cooperation Agreement

Work Type :  100% Remote

Language Requirement :  High-level English

About the Role

Our client is seeking Level 2 Technical Support Talents  to join our remote operations supporting a  Gulf-Area medical app project . You will serve as the link between Level 1 support and Level 3 engineering teams resolving complex user issues, managing ticket flows, and ensuring timely escalations.

We are not looking for developers or IT engineers but skilled communicators with a solid understanding of technical troubleshooting, ticketing tools, and support workflows.

Key Responsibilities

  • Technical Troubleshooting : Use logs, error traces, and diagnostic tools to analyze and resolve application issues.
  • Zendesk Ticket Management : Prioritize, categorize, and escalate tickets while ensuring SLAs are met.
  • Escalation Handling : Decide whether a case should remain at Level 2 or be escalated to Level 3.
  • Effective Communication : Liaise with L1 agents, L3 engineers, and end users to drive resolution.
  • Documentation : Maintain detailed logs of troubleshooting actions and decisions for transparency and handover.
  • Collaboration : Support cross-functional efforts and contribute to improving support processes and documentation.

    • The Profile

    Who You Are

  • Strong communicator with high fluency in English (written and spoken)
  • Detail-oriented and highly organized
  • Skilled at analytical thinking and decision-making under pressure
  • Able to understand technical documentation and apply logical troubleshooting
  • Experienced in handling customer service issues with professionalism and empathy

    • Preferred Skills

  • Basic Application Knowledge (functionality, user issues, and fixes)
  • Zendesk or similar ticket management systems
  • Analytical and practical thinking
  • Documentation and reporting
  • Customer-focused problem solving
  • Experience collaborating with different support tiers

    • Work Schedule (EST Time Zone)

    Total Coverage : 48 hours / week  (May increase to 52 hours / week pending client confirmation)

    Shift Duration : 4 hours each

    Sunday :

  • Talent 1 : 2 : 00 AM 6 : 00 AM
  • Talent 2 : 6 : 00 AM 10 : 00 AM

    • Monday to Friday :

  • Talent 1 : 1 : 00 AM 5 : 00 AM
  • Talent 2 : 5 : 00 AM 9 : 00 AM

    • Technical Requirements

  • Internet : Stable wired broadband
  • Hardware :
  • Processor : Minimum 1.8GHz (64-bit)
  • RAM : 8GB+
  • Storage : 10GB free
  • Screen : 1920x1080 preferred
  • Wired USB headset
  • OS :
  • Windows 11 or later
  • macOS 13 or later

    • What We Offer

  • Remote-first, flexible work
  • Long-term collaboration and stability
  • Performance-based bonus programs
  • Paid holiday hours
  • Skill development and career growth
  • A supportive global team environment

    • Join Us

    If you're a proactive, customer-focused technical support professional ready to work remotely and deliver excellence, apply by  July 25, 2025 , to join our  August 4th training group .

    The Employer

    Our client is a Centralized and Standardized Native Customer Support Services Worldwide Sole provider of all Major Languages and Dialects in the World International Marketplace of Premium Contact Center Projects for Remote Talents.

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    Technical Support L2 • Peru