Employment Type
Job Location
Ft Mitchell, Kentucky
Date posted
March 3, 2023
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Position title
Technical Support Representative Tier 2

A Tier 2 Tech Support Technician will work alone and as part of a team to answer customer calls, and manage responses to customer tickets with the sole goal of providing a solution to problems and issues. Tier 2 technical support is responsible for maintaining our companies’ reputation by providing excellent customer service, technical support, and implementing actual solutions to technical problems and customer issues.

  • Answer customer calls quickly and efficiently while maintaining quality and solution implementation
  • Solve problems quickly by using the problem-solving process, process of elimination, and general knowledge of how the internet works
  • Remain calm at all times, smile, and share joy through having a positive attitude
  • Respond quickly to customer tickets and use email and phone communication to gather information, record details, and implement solutions
  • Communicate with customers while getting a direct understanding of what the actual root problem is, determine the possible cause(s), and implement solutions
  • Communicate and work as part of a team, sharing information, learning from each other, and maintaining the common goal of solving customer problems quickly and efficiently
  • Work with Tier 3 teams and Network Operations to communicate and escalate networking and outage issues quickly
  • Self-manage a steady workflow effectively and efficiently
  • Great communication with others both verbal and non-verbal
  • Ability to both work well in a team and alone to solve problems and gain and share knowledge
  • Proficient with networking and wireless technologies
  • Good note taking and documentation skills
  • Good active listening skills
  • excellent problem- solving capabilities
  • Logical and critical thinking
  • Ability to handle stressful situations and tense discussions
  • Ability to control emotions during stressful situations maintain calm
  • Fluently speak English
  • Positive attitude
  • Self-motivated
  • High School Diploma or GED
  • Understanding of internet networking, wireless technologies, and routing
  • Associates Degree in Network Administration preferred
  • In Office setting
  • Sitting for extended periods of time.
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