About the job
Join ActivTrak, a pioneering force in the SaaS landscape, recognized for delivering exceptional workplace analytics and productivity management solutions. Our Technical Support team embodies our commitment to a customer-centric approach, striving to provide outstanding support and drive user success. As trusted advisors, we consistently surpass customer expectations through effective communication, innovative problem-solving, and a proactive service mindset.
We are looking for a skilled Tier 2 Technical Support Engineer (TSE) to enhance our customer support capabilities. The Tier 2 team serves as a vital link between our Tier 1 and Tier 3 teams, addressing a wide range of technical inquiries, troubleshooting issues, and delivering comprehensive product guidance to ensure our customers deploy and utilize ActivTrak effectively.
The ideal candidate for the Tier 2 TSE role will possess strong technical acumen and resourcefulness, with the ability to swiftly grasp in-depth knowledge of the ActivTrak platform and its associated products. You will effectively utilize documentation and implement training to assist customers promptly and confidently.
Key Responsibilities:
- Deliver timely, efficient, and empathetic customer support via email tickets, ensuring clear communication and resolution.
- Employ active listening and a profound understanding of customer scenarios to creatively troubleshoot and tailor solutions to individual needs.
- Manage and prioritize the support ticket queue effectively, scheduling calls with customers for expedited issue resolution as necessary.
- Provide proactive support by anticipating and addressing potential customer inquiries or concerns.
- Collaborate closely with cross-functional teams, including Development and Product, to report software defects, gather troubleshooting information, and relay customer feedback to facilitate product enhancement.
- Guide users through the deployment and utilization of ActivTrak, focusing on installation, account configuration, user management, dashboard interpretation, and integration setup.

