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The Technical Customer Support Representative - Tier 2 addresses and responds to customer inquiries on products and services, including installation, operational functions, troubleshooting, and maintenance. Provides basic technical support and assistance to customers via e-mail, phone, or chat. Being a Technical Customer Support Representative - Tier 2 documents support interactions, including details of inquiries, complaints, comments, and actions taken. Provides customers with preventive maintenance and configuration recommendations to improve product usability, performance, and customer satisfaction. In addition, Technical Customer Support Representative - Tier 2 possesses a strong understanding of the organization's products and services. Escalates more complex inquiries to a higher level support team. Typically requires a high school diploma or equivalent. Typically reports to a supervisor. Being a Technical Customer Support Representative - Tier 2 works under moderate supervision. Gaining or has attained full proficiency in a specific area of discipline. Working as a Technical Customer Support Representative - Tier 2 typically requires 1-3 years of related experience, or may need 0 years of experience with additional specialized training and/or certification.
The Technical Customer Support Representative - Tier 3 addresses and responds to customer inquiries on products and services, including installation, operational functions, troubleshooting, and maintenance. Provides basic technical support and assistance to customers via e-mail, phone, or chat. Being a Technical Customer Support Representative - Tier 3 documents support interactions, including details of inquiries, complaints, comments, and actions taken. Provides customers with preventive maintenance and configuration recommendations to improve product usability, performance, and customer satisfaction. In addition, Technical Customer Support Representative - Tier 3 may train or guide lower-level representatives. Possesses a deep understanding of the organization's products and services. Typically requires a high school diploma or equivalent. Typically reports to a supervisor. Being a Technical Customer Support Representative - Tier 3 works independently within established procedures associated with the specific job function. Has gained proficiency in multiple competencies relevant to the job. Working as a Technical Customer Support Representative - Tier 3 typically requires 3-5 years of related experience, or may need 2 years experience with additional specialized training and/or certification.