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Tier 2 Technical Support Specialist

Tier 2 Technical Support Specialist

Teneo Online SchoolWorkFromHome, KwaZulu-Natal, South Africa
2 days ago
Job description

About the Role

As a Tier 2 Support Agent in the Technical Support team, you will be responsible for resolving all Tier 1 escalations in a professional and timely manner. You will leverage your advanced technical skills and in-depth product knowledge to troubleshoot and resolve complex issues that go beyond the scope of Tier 1 support.

This role requires a strong problem‑solving mindset, excellent communication skills, and a calm, empathetic approach to customer service. You will play a key role in maintaining service excellence by guiding and mentoring Tier 1 agents, ensuring all escalations are addressed within the defined SLAs. Your contributions will be essential in upholding the support team’s reputation for reliability, efficiency, and customer satisfaction.

Key Responsibilities

  • Serve as the escalation point for Tier 1 support agents and handle advanced technical issues within SLA.
  • Manage inbound communication on HubSpot CRM (2‑year experience required).
  • Provide technical support for Windows 10 / 11 and macOS (Catalina through Tahoe).
  • Troubleshoot hardware issues related to peripherals including webcams, microphones, headsets, and more.
  • Administer and support learning platforms such as Canvas LMS (2‑year experience required).
  • Support and troubleshoot issues with Zoom, including administrative tasks (2‑year experience required).
  • Provide basic support and navigation for Okta, Canva, PowerSchool and Google environments.
  • Support and troubleshoot issues with Office 365, including administration (1‑year experience required).
  • Assist in the administration and support of proctoring tools such as The Invigilator (1‑year experience required).
  • Support and troubleshoot issues with Teneo Tutors (learner and parent support).
  • Manage format changes for learners as per parent requests.
  • Support and administer Canva, Slack, and other collaboration tools.
  • Act as the point of contact and communicate between academic teams and technical support.
  • Train and mentor Tier 1 support agents, sharing best practices and guidance.
  • Identify recurring issues and recommend long‑term solutions or process improvements.
  • Maintain detailed documentation of support cases, processes, and solutions, including updating the Technical Support training course.
  • Deliver support with a high degree of professionalism, empathy, and patience.
  • Remain calm and organized under pressure.
  • Contribute to a collaborative and positive team environment and provide exceptional customer service.

Required Skills & Qualifications

Minimum Education : Matric certificate

Technical Proficiency

  • Excellent knowledge of Windows and Mac OS. iOS and Android knowledge required.
  • Comfortable using the software programs described and able to work independently on the programs.
  • Extensive hardware knowledge and able to troubleshoot remotely via AnyDesk, Windows Quick Assist or Mac Screen Sharing.
  • Tech‑savvy with a keen interest in new technologies.

    • Work Style & Organization

  • Organized, proactive, and able to multitask effectively in a virtual environment.
  • Good leadership and mentoring skills, must lead by example.

    • Customer Service & Communication

  • Strong communication and interpersonal skills.
  • A customer‑first mindset.
  • Patient and empathetic when supporting learners of all ages.

    • Working Conditions

  • Flexible additional hours may be required, including evenings or weekends.
  • Fully remote position with daily virtual team meetings.
  • The role requires a stable internet connection (30–50 Mbps upload and download), a reliable PC or laptop with a minimum 2.5 GHz processor and 16 GB RAM, and a quiet, dedicated workspace suitable for remote work.

    • Preferred Skills

  • Previous experience in an online environment or education background.
  • Knowledge of South African and British school curriculums.
  • Excellent problem solving skills.

    • Seniorities & Employment

  • Seniority level : Mid‑Senior level
  • Employment type : Full‑time
  • Job function : Information Technology
  • Industries : Primary and Secondary Education

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