Position Overview

At Redmap, a Technical Support Analyst 2 (TSA 2), play a transformational role in our business, ensuring our customers receive dedicated first-class support of our products and services. As a TSA 2 you will be responsible for providing second-line technical guidance to ensure we support our customers and scale sustainably.

This role is the second tier of support, providing timely and effective technical solutions to common and complex product/software issues.

Key Responsibilities

Trouble Shooting & Ticket Management

• Respond to customer enquiries via phone, email and our ticketing system.

• Respond to assigned ticket overflow from Level 1 (e.g when outages occur).

• Answer all incoming calls from the Support Hotline as TSA 1 backup.

• Provide 2nd-level technical support and troubleshooting across our entire product portfolio

• Update tickets accurately with all necessary information (including all ticket fields), documentation and

resolution steps within defined SLA’s.

• Own and resolve complex issues escalated from Level 1.

• Triage and escalate complex issues to Level 3 support as well as other Pending Points required

• Conducts root cause analysis of issues using appropriate tools, methodologies and knowledge bases.

• Assist in the setup, configuration, and optimisation of our software for clients

Reporting Requirements

• Monitoring Reports - review, assess trends, and action reports assigned by Customer Support Director

• Triage and escalate complex issues stemming from the reports

Stakeholder Management

• Acts as the technical contact for stakeholders for complex technical issues, ensuring clear and professional

communication.

• Provide timely updates on the status of issues, escalations and requests

• Gather feedback from stakeholders to improve support process and product offerings

• Collaborate with teams cross-functionally to resolve customer escalations and provide customers with real-time updates.

• Conduct training sessions and create documentation to develop Level 1 support.

Documentation

• Maintain accurate records of stakeholder interactions and technical issues

• Document and review frequently raised issues and resolutions to improve knowledge base and support effectiveness

Requirements

• Diploma or degree in Information Technology or related field.

• 3 + years in a technical help desk or customer support role with at least 1+ years experience at Level 2

preferably within a SaaS organisation.

• Strong understanding of customer support principles, practices, and technologies.

• Strong problem-solving skills and attention to detail.

• Exceptional communication, interpersonal, and relationship-building skills across diverse teams, cultures and locations.

• Strong time management capabilities and an innate ability to set priorities and flex to an ever-changing environment.

• Able to communicate clearly across a variety of mediums to technical and non-technical audiences, a

collaborative spirit and the drive to solve complex problems.

• A collaborative spirit and the drive to solve complex problems with a customer-first centric mindset

Please refer to job description.