Requirements
-Diploma in IT or related technical field.
-Preferably with at least 2-3 years' experience in the call center industry, a similar role is an advantage.
-High customer and service orientation.
-Well-developed communication and analytical skills.
-Good knowledge of operating systems and relevant hard- or software.
-Good problem-solving skills and focus on quality.
-Serenity in challenging situations.

Responsibilities

1. Level 2 Technical Customer Service Representative plays a crucial role in providing advanced technical assistance and support to customers. He will be responsible for troubleshooting complex technical issues, resolving escalated cases, and ensuring a high level of customer satisfaction.
2. Diagnose and resolve complex technical issues related to hardware, software, and network systems.
3. Provide in-depth technical analysis to identify the root cause of problems.
4. Receive escalated cases from Level 1 support and work to resolve them efficiently.
5. Collaborate with other support tiers and ASUS to ensure timely resolution of customer issues.
6. Communicate effectively with customers to gather information and understand the nature of their technical problems.
7. Provide clear and concise instructions to customers on issue resolution.
8. Contribute to the knowledge base by documenting solutions for common problems.
9. Work closely with Level 1 support to share insights, best practices, and knowledge.
10. Provide feedback to improve processes and enhance the overall support experience.
11. Ensure that all support interactions meet or exceed quality standards.
12. Conduct follow-up with customers to ensure satisfaction after problem resolution