Level 2 Support Agent

•Please Note

•This is a hybrid position requiring 2 days in a week in our Tempe, AZ office Overview VisualVault is a Global Enterprise SaaS platform that provides high volume, multi-tenant, business process automation. Work with the latest tools, software patterns, and best practices to deliver dynamic solutions in multiple business models. The Level 2 Support Agent is responsible for responding to customer product application support questions. Analyze problems to identify problem area(s) and recommend corrective action. Recommends solutions to application questions and Level 1 Support Agents. The Level 2 Agent will monitor, gather, and analyze data from various product sources to determine the significance of observed events. Interpret user requirements and develop/convey specifications to facilitate technical support, product development, and engineering groups. This role supports the use of the main VisualVault product and any additional VisualVault applications. The Level 2 Support Agent reports to the Technical Support Manager. This is a full-time hybrid position based at our main office in Tempe, AZ.

Responsibilities:

Serve as the secondary product support for escalated tickets from Level 1 or Level 3 Agents or leadership. Respond to customers with quality updates to meet service level agreements (SLAs). Manage and troubleshoot tickets assigned to the L2 group and yourself. Analyze complex problems and exercise judgment within defined procedures to determine appropriate action. Complete company-provided training courses and continually learn new material. Identify, analyze, and evaluate problems/opportunities, recommending and implementing potential solutions in a customer environment. Break down issues into components and utilize appropriate tools to fix or escalate them to Level 3 Support Agents for further investigation. Share knowledge and mentor customers and team members on effective software usage. Act as a knowledge resource on case review calls. Perform other assigned duties.

Qualifications:

Capable of working independently and taking initiative to provide business solutions. 3+ years of experience in a technology field. Bachelor's degree or equivalent experience. Extensive experience handling Customer Support requests, issues, and problem resolution. Experience writing SQL queries. Experience diagnosing scripting languages such as JavaScript and Python. Collaborative, customer-focused, and able to create visible value. Self-directed with excellent time management and organizational skills. Highly motivated self-starter who takes initiative. Demonstrated analytical skills, especially in root-cause analysis and metrics-driven productivity and effectiveness. VisualVault is the preferred Business Process Automation Platform for Partners, Consultants, System Integrators and OEM's. For more information, please visit http://www.visualvault.com.