Tier 2 Technical Support Specialist

Tier 2 Technical Support Specialist at Insight Global Tier 2 Technical Support Specialist at Insight Global in Boise, Idaho Posted in 37 minutes ago.

Type:

full-time

Job Description:

JOB DESCRIPTION

We are seeking a skilled and customer-focused Tier 2 Technical Support Specialist to join our support team. This role is responsible for resolving complex printer-related issues for customers, primarily via phone support. The ideal candidate will have 2-4 years of experience in technical support, with a strong background in troubleshooting hardware and software printer problems and delivering exceptional customer service.

REQUIRED SKILLS

Provide Tier 2 support for printer-related issues escalated from Tier 1 support. Diagnose and resolve hardware, driver, connectivity, and configuration issues across various printer models. Deliver technical assistance to customers via phone, ensuring timely and professional resolution. Document troubleshooting steps and resolutions in the ticketing system. Collaborate with engineering and Tier 3 support teams for unresolved or complex issues. Maintain up-to-date knowledge of printer technologies, firmware updates, and support procedures. Identify recurring issues and contribute to knowledge base articles and support documentation. Ensure customer satisfaction through clear communication and follow-up.