Tier 2 Tech Support Specialist (Monterrey)

What you will do

The Tier 2 Specialist will play a key role in ensuring the timely resolution of issues and the continuous improvement of our support processes. Their role is vital in managing complex cases from Tier 1 Support and providing exceptional support and communications to our clients and top dealers and escalations to development on new and existing bugs and inbound cases. In addition, advancing and maintaining Support knowledge base and actions to help drive reduction in handling time and actions for Tier 1 and Tier 2 to troubleshoot and resolve inbound requests and incidents.

Responsibilities

1. Managing Complex & Top Dealer Support Cases
   • Attend to and resolve cases that are too complex for Tier 1 to handle, ensuring a thorough and effective resolution.
   • Attend to and resolve cases that are directly escalated from top dealers that have Tier 1 experience ensuring a thorough and effective resolution.
   • Conduct val...