L2 Support Specialist

We are seeking a tech-savvy person who enjoys assisting customers

We are committed to providing them with top-notch support. We are looking for a skilled and customer-focused L2 Support Specialist to join our team in Prague. As an L2 Support Specialist, you will be pivotal in delivering exceptional technical support to our customers. Your primary responsibility will be to resolve technical issues, address inquiries, and assist customers in effectively using our products and services.

The core qualities of L2 Support Specialist

• Previous experience in a similar L2 support or customer service position.
• Proficiency in using Jira Service Desk or similar ticketing systems.
• Technical aptitude and troubleshooting skills to diagnose and resolve software, hardware, and network issues.
• Excellent communication skills, both written and verbal.
• Proven ability to multitask and prioritize workloads to meet customer needs and service level agreements.
• A detail-oriented mindset to ensure accurate documentation and follow-through on customer issues.
• Familiarity with ITIL practices and knowledge of IT service management frameworks is a plus.
• Ability to work collaboratively in a fast-paced, team-oriented environment.
• Flexibility to work outside regular business hours as required.
• Fluent Czech and English (other languages are an advantage)

Why join Creative Dock Group

We are proud of our informal atmosphere. We maintain a flat structure and the working environment is shaped around project teams. We believe in career development. All that matters are your skills and desire to learn more. No diploma will ever secure you a place at Creative Dock.

What we need from L2 Support Specialist

• Promptly respond to customer inquiries through the Jira Service Desk, email, or other communication channels, showcasing excellent written and verbal communication skills.
• Diagnose and troubleshoot technical issues reported by customers, delivering accurate and timely solutions to ensure utmost customer satisfaction.
• Collaborate with cross-functional teams, including L1 support, L3 support, developers, and other internal stakeholders, to escalate and resolve complex technical issues.
• Ensure proper documentation of customer interactions, technical solutions, and troubleshooting steps in Jira Service Desk or other designated systems.
• Continuously improve knowledge base articles and self-help materials to enhance customer support efficiency.
• Proactively identify patterns and trends in customer issues to propose product functionality and usability improvements.
• Provide on-call support on a rotational basis to address urgent customer issues outside regular business hours.

Creative Dock

We believe that ideas matter.

Our core business is creation by doing.

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