2nd Level Technical Support Specialist

1 Month ago • All levels

Job Summary

Job Description

The 2nd Level Technical Support Specialist will provide quick and competent technical assistance for remote access software. This role involves handling ticket escalations, assisting in training 1st level support agents, and acting as a liaison between the QA and backend development teams. Key responsibilities include managing higher-level technical issues, tracking feature requests, and facilitating communication between different teams. The specialist will be expected to troubleshoot problems, communicate solutions effectively, and ensure customer satisfaction.

Must have:

Strong listening and communication skills, both written and verbal.
Experience in a customer-focused role.
Basic knowledge of at least two operating systems (Windows, macOS, Linux, Android, iOS).
Fluency in English.

Good to have:

Experience with Linux Ubuntu, Debian, or RedHat.
Experience with escalation requests.
Problem-solving skills and a positive attitude.

Perks:

Ambitious and self-driven culture
Generous leave entitlements
Hybrid working mode (WFH)
Personal and professional development focus and room for creative ideas
Fun place to work where everyone is valued
Free drinks and snacks

6 skills required

6 skills required for this role

Add these skills to join the top 1% applicants for this job

jira

linux

macos

communication

agile-development

quality-control

Job Details

About Us

AnyDesk was founded under the belief that software technology and global connectivity can be a means to improve the way society functions. Today, AnyDesk builds a platform technology to reinvent the internet.

Join us in shaping the future of software technology!

About Us

Join us in shaping the future of software technology!

What we are looking for

To support us on our mission, we are looking for a talented and highly ambitious 2^nd Level Technical Support Specialist. In this role you are responsible for providing quick and competent technical assistance for our remote access software. You must have a technical understanding and be able to communicate effectively to understand the problem and explain its solution. The goal is to support the 1^st level Technical Support agents by handling ticket escalations, assisting in training, and being a liaison with the QA team and other backend development teams. Tasks includes:

Take care of 2nd Level and higher difficulty items
Track feature requests (not just from high value customers)
Check Jira Items
Be in close communication with QA
Communicate issues with customer facing teams
Main communication point between QA and Customer Facing Teams

Basic Qualifications:

Very strong ability to listen attentively, apply logic and reason, follow- through, can-do attitude, and exceptional communication skills both written and verbal
First work experience in a customer contact-centered area
Ability to see things from the end user perspective
Basic knowledge in at least two operating systems (Windows, macOS, Linux, Android, iOS)
Fluency in English is mandatory
Fluency in Cantonese, Mandarin, Korean, or Japanese preferred

Preferred Skills and Experience:

Experience with Linux Ubuntu, Debian or RedHat
Experience with escalation requests
Problem solving skills, hands-on mentality, and a positive attitude towards challenges
You are friendly, well-structured, and analytical. You don't just want to see our customers happy; you want to make them succeed!
Previous engagement in Hardware, Software, or IT Fields

What we offer:

Ambitious and self-driven culture
Generous leave entitlements
Hybrid working mode (WFH)
Personal and professional development focus and room for creative ideas
Fun place to work where everyone is valued
Free drinks and snacks
The position is based in Hong Kong

Are you ready for exciting tasks in an agile work environment with a both professional and collegial atmosphere? Apply now! Your contact person is Kristy Cheng, Admin and HR Manager.