L2 Technical Support

Skills this role screens for

About the role

Concentrix is hiring for the role of L2 Technical Support!

The work

Responsibilities of the Candidate

• Act as the primary technical escalation point from L1 or field resources.
• Manage complex troubleshooting and coordinate with L3 or vendor teams as needed.
• Provide structured communication and ownership through to case closure.
• Use defined tools, knowledge bases, and system access to support customers and technicians effectively.
• Handle inbound and outbound interactions via phone, email, and case/ticket updates
• Ensure consistent daily ticket progression with clear, updated notes and actions.
• Provide professional and concise communication of resolutions to both customers and field technicians.
• Maintain strong ownership of cases until resolved, escalating only when necessary.
• Stay informed of product updates, system changes, and policy revisions.
• Meet or exceed training, certification, and QA standards (including learning modules, coaching feedback, and simulation exercises).
• Partner with the Incident Coordinators to triage and assign incoming cases appropriately.
• Collaborate with cross-functional teams including Field Services, Problem Management, and Engineering when required.

Who they want

Requirements

• Strong analytical and troubleshooting capability across hardware and software environments.
• Excellent written and verbal communication skills in English.
• High attention to detail and structured problem-solving approach.
• Demonstrated ability to multitask and manage multiple open tickets simultaneously.
• Customer-focused mindset with accountability for end-to-end resolution.
• SLA Compliance (Response and Resolution)
• QA Scores
• Customer/Technician Satisfaction
• Case Aging and Progression Metrics