Tier 2 Consultant

TL;DR

Tier 2 Consultant (Support Service): Providing second-line technical support and ownership to escalated cases, completing high-quality analysis, and collaborating with the escalations team and software department to resolve bugs and technical issues. Focus on detailed documentation, trend identification, and effective communication with customers and internal teams to ensure quick and efficient resolutions.

Location: Must be based in Norwich, Norfolk, UK

Company

hirify.global delivers comprehensive POS systems to a variety of businesses.

What you will do

• Own, investigate, and process all cases escalated to second-line support.
• Manage communication with customers via email, phone, and SMS.
• Collaborate with various departments (Software, Service, Corporate, Sales) to ensure efficient case resolution.
• Provide effective resolution summaries to customers to prevent future issues.
• Document and escalate software issues to the relevant department with sufficient detail.
• Work with software and T3 teams to prioritize bugs based on severity and customer impact.

Requirements

• Fully skilled and proficient in all product and process areas.
• Excellent problem-solving capability.
• Customer-focused with clear and positive communication skills.
• Ability to adapt to change positively and proactively.
• Must keep knowledge up to date and complete compliance modules.

Culture & Benefits

• Opportunity to improve customer's business through every interaction.
• Work closely with various departments to resolve issues efficiently.
• Focus on providing high-quality analysis and support.
• Role model behaviors and adapts to change positively.