Second Level Support Agent

11 hours ago

Jaipur Rajasthan, India PAR Full time

Location

Jaipur

Employment Type

Full time

Department

Services & Support

**Position Title**:
Second Level Support Agent

**Location**:
Jaipur

**Reports To**:
Director of Support - PAR Ordering

**Position Description**

As a Second Level Support Agent at our software-as-a-service (SaaS) company, you will play a crucial role in delivering technical support in a **24x7x365** model. You will troubleshoot and resolve **complex technical issues** escalated from first-level support, helping customers overcome challenges and maximize their experience with our product. Your expertise and deep understanding of our software will ensure seamless issue resolution and high customer satisfaction.

**What We’re Looking For**

**Key Responsibilities**- Provide **second-level technical support** to customers via multiple channels.- Diagnose and troubleshoot **complex software and possible third-party hardware issues**.- Investigate and resolve customer-reported **bugs, system errors, and configuration problems**.- Collaborate with first-level support and third-level teams to ensure **smooth escalations**.- Document all **customer interactions, investigations, and resolutions** in ticketing/knowledge base systems.- Identify recurring issues and proactively suggest **product or process improvements**.- Communicate technical concepts **clearly to non-technical users**.- Deliver **exceptional customer service**, ensuring quick response and resolution times.

**Education & Experience**Bachelor’s degree** in Computer Science, Information Technology, or related field (or equivalent experience).**Proven technical support experience**, preferably in a **SaaS environment**.- Experience with **ticketing/CRM tools** (Jira, Salesforce, Zendesk).- Fluent in **English** (verbal and written).

**Technical Skills**-
- Strong understanding of **networking concepts** (TCP/IP, DNS).- Familiarity with **APIs and API testing tools** (e.g., Postman).- Working knowledge of **databases and SQL**.- Exposure to **JavaScript or similar programming languages**.

**Customer Focus**- Excellent **customer service and empathy skills**.- Ability to stay **calm and professional under pressure**.- Strong **written and verbal communication** for explaining technical issues clearly.

**Problem-Solving & Analytical Skills**- Strong **analytical thinking** to diagnose and resolve complex technical problems.- High **attention to detail** and structured approach to troubleshooting.

**Collaboration & Teamwork**- Ability to work closely with **cross-functional teams** including L1 Support, Development, and QA.- Willingness to **share knowledge** and contribute to team growth.

**Adaptability & Time Management**- Ability to thrive in a **fast-paced, high-pressure environment**.- Flexible to **changing business needs** and 24x7 shift requirements.

**Interview Process**Interview #1**: Phone Screen with Talent Acquisition Team**Interview #2**: Video Interview with Technical Teams (MS Teams / F2F)**Interview #3**: Video Interview with Hiring Manager (MS Teams / F2F)

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