L2 Technical Support

Job Title:

Job Description

• →Act as the primary technical escalation point from L1 or field resources.
• →Manage complex troubleshooting and coordinate with L3 or vendor teams as needed.
• →Provide structured communication and ownership through to case closure.
• →Use defined tools, knowledge bases, and system access to support customers and technicians effectively.
• →Handle inbound and outbound interactions via phone, email, and case/ticket updates
• →Ensure consistent daily ticket progression with clear, updated notes and actions.
• →Provide professional and concise communication of resolutions to both customers and field technicians.
• →Maintain strong ownership of cases until resolved, escalating only when necessary.
• →Stay informed of product updates, system changes, and policy revisions.
• →Meet or exceed training, certification, and QA standards (including learning modules, coaching feedback, and simulation exercises).
• →Partner with the Incident Coordinators to triage and assign incoming cases appropriately.
• →Collaborate with cross-functional teams including Field Services, Problem Management, and Engineering when required.

• Strong analytical and troubleshooting capability across hardware and software environments.
• Excellent written and verbal communication skills in English.
• High attention to detail and structured problem-solving approach.
• Demonstrated ability to multitask and manage multiple open tickets simultaneously.
• Customer-focused mindset with accountability for end-to-end resolution.
• SLA Compliance (Response and Resolution)
• QA Scores
• Customer/Technician Satisfaction
• Case Aging and Progression Metrics

'Neither Concentrix nor any authorized 3rd party who assist with our recruitment process, ever ask candidates for ‘recruitment’, ‘processing’ or any other kind of fees in exchange for offer letters from Concentrix. Offer letters and other recruiting correspondence from Concentrix are printed on Concentrix letter head with authentic signatures of appropriate Concentrix authorities.'

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