Technical Support Specialist – Tier 2

Role Summary

The Technical Support Specialist- Tier 2 will provide technical support to MarketMan global customers of all sizes through the various support channels, which entail phone support, chat support, and email, while focusing on advanced issues and escalations from the Tier 1 support team.

What You Will Do

• Maintain comprehensive product expertise across the MarketMan platform to deliver advanced technical support.
• Provide escalation support and mentorship to Tier 1 team members for complex issue resolution
• Serve as the primary point of contact for customers requiring advanced technical assistance.
• Partner with Product and R&D teams to identify, document, and resolve technical defects through Jira, maintaining customer communication throughout the resolution lifecycle.
• Diagnose and troubleshoot POS integration issues, including data synchronization discrepancies and missing transaction records, coordinating with the Integrations team for specialized support.
• Facilitate cross-functional collaboration by routing customer issues to appropriate departments when specialized expertise is required.
• Provide proactive status updates to customers on open cases, ensuring transparency throughout the support process.
• Remain current on product roadmap and feature releases to effectively support customers during product transitions and adoption.
  
  

• Exceptional written and verbal communication skills in English (multilingual capabilities preferred).
• Proven ability to build rapport and deliver outstanding customer service in technical contexts.
• Strong technological aptitude with demonstrated ability to quickly master new systems and tools.
• Systematic approach to technical problem-solving and root cause analysis.
• Superior analytical and critical thinking capabilities.
• Excellent attention to detail and organizational skills.
• Self-directed learning ability with resourcefulness and an innovative problem-solving approach.
• Proven capacity to perform effectively in fast-paced, high-pressure environments.
• Strong prioritization skills with sound judgment on task delegation.
• Resilience and composure when managing competing deadlines and customer expectations.
• Experience with Salesforce, Postman, Metabase or similar tools preferred.
• High school diploma or equivalent.
• Technical certification from an accredited institution.
• At least two years of experience as Tier 1 technical support or 1 year as Tier 2 Technical Support is required.