Technical Customer Support Agent Level 2

The Technical Support Specialist (Network) Level 2 provides a turnkey support role to all Planet Hoist Network installed base customers, on the multiple platforms/services Hoist hosts and serves. As a Technical Support Specialist you must be ready to engage on all types of Level 1 & Level 2 related enquires, by quickly and effectively gathering the necessary information identify the root cause and either resolve the customer’s issue or redirect/escalate to the correct upper Levels within Planet.As the first/second point of contact for Planet Hoist Network customers you provide all types of assistance, to those experiencing technical issues with the systems platforms that Planet Hoist Network have accepted contractual responsibility for, including among others, remote troubleshoot/analyses, and proper systems operational assessments, striving to provide the highest level of technical customer service to the customer whilst demonstrating excellent levels of technical skill to resolve issues accurately and quickly. What you will do

• Provide Level 1 and Level 2 support levels via phone, email, tickets, or other interfaces on Planet Hoist Network managed solutions, logging customer requests (CR) or incidents, or simply follow-up/update customers on case status
• Analyse data to determine issues root causes of problems and resolve them from remote, using as required diagnostic testing and software equipment