T2 Support Engineer managing complex technical cases for a global security company in EMEA. Collaborating with teams to resolve issues and maintain customer satisfaction.
About the role
- Customer Support Analyst managing high-volume support and enhancing customer experience for AGDATA’s clients. Collaborating with a team to provide timely updates and escalate complex issues as needed.
Responsibilities
- Become an expert in AGDATA’s services and solutions
- Manage high-volume support via phone, email, and Jira
- Provide timely updates and resolution statuses to leadership
- Escalate complex issues to appropriate teams
- Suggest improvements to enhance customer experience
- Collaborate with a dynamic team of analysts
- Grow your career—38% of our analysts were promoted in 2024!
Requirements
- Proficiency in Microsoft Office, especially Excel
- Strong multitasking and time management skills
- Confidence in phone communication with clients
- Bonus Skills (Not Required): Basic SQL knowledge
- Experience with Jira Service Desk and Confluence
- Familiarity with Salesforce
- 1+ years in customer support
Benefits
- Multiple medical, dental, and vision plans
- HSA with employer contributions, FSA options
- Employee Assistance Programs, virtual counseling, pet insurance
- 401(k) with company match
- Tuition reimbursement
- Paid time off and company-wide holiday break
- Flexible hours and remote work options
- Brand-new office space with free snacks and drinks
- Open-door culture with direct access to leadership
- Monthly town halls with lunch provided
- Recognition through our Shout Out Program
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