L2 Support Engineer (WFH from Anywhere)

Full time
Posted 3 months ago

Tollanis Service Desk is a fast growing service from Tollanis Solutions Inc, that is revolutionizing support for businesses. Tollanis Service Desk provides a complete, end-to-end Customer Success solution through its services and technology. Using the industry-leading platform, Zendesk, the Tollanis Service Desk helps companies manage support relationships effectively, track application health and transform the way organizations think about support. The company has offices in Florida and India.

Level 2 Agents will take ownership of all tickets routed to them from internal contact sources or customers which require a higher level of technical analysis and will work these tickets to resolution or route to the appropriate Resolution Group. Handles problems and issues that the L1 support team is unable to resolve. May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems. Assist in simulation and recreation of user problems. May recommend system modifications to reduce user problems. 

  • Responsibilities:
    • Help resolve software and technical questions for the customer efficiently and effectively
    • Gather the required information necessary in order to best handle customer software and technical inquiries
    • Manage customer expectations regarding estimated response times for issue resolution.
    • Resolving the issues through Phone, chat and email communication channels.
    • Meet SLAs like response and resolution times by partnering within L1, L3 and L4 Support organizations.
    • Extensively research and document customer technical issues.
    • Collaborate with Application Support team members to properly manage customer inquiries and escalate when appropriate.
    • Partner with Service Desk Support team members on various strategic projects when needed
  • What We’re Looking For
    • Bachelor’s Degree in Computer Science Engineering (or related technical discipline)
    • 2-4 years of relevant experience in L2 technical customer support (voice and email), with a strong customer interaction experience
    • Native or Exemplary English speaking skills
    • Good debugging skills
    • Passion to be a part of a hard working and winning team
    • Willing to work in a 24×7 environment and provide weekend coverage, if needed.
    • Ability to multitask in a fast paced environment
    • Excellent ability to learn and articulate software-related and technical concepts
    • Strong active listening skills and excellent written and oral communications skills
    • Excellent Customer Service Orientation
    • Strong attention to detail when communicating with customers (verbal & written)
    • Ability to empathize with customers and convey confidence
    • Strong documentation skills
    • Certifications with Zendesk and/or RingCentral applications
    • Working knowledge of SQL, Java related technologies

Shift: 24X7 Shifts (Morning,Afternoon & Night shifts)

Location: Work from Home (we are a remote first organization)  

Individuals seeking employment at Tollanis Service Desk are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.

Job Features

Job Category


Work From Home (WFH)

Remote from Anywhere


Day, Afternoon, Evening & Overnight rotating shifts.

Apply Online

A valid email address is required.