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Level 2 Support Technician

Company: Quext
Location: Lubbock
Posted on: June 23, 2022

Job Description:

The JobThe Quext Level 2 Support Technician will respond to customer technical issues that have been escalated by the Level 1 support team. - Level 2 is responsible for determining whether a technical issue is system wide, performing initial triage and troubleshooting on those issues, resolving the issues they are able, and further escalating more complex issues to the appropriate development or engineering team.In this capacity, a Quext Level 2 Support Technician will receive on-the-job training and build valuable technical skills in Amazon Web Services (AWS) ecosystems and infrastructure, Software as a Service (SaaS) applications, and Internet of Things (IoT) and Smart Home ecosystems.
The BackgroundHave you ever lived in an apartment community? - Have you noticed how far behind most apartment communities are with regard to the use of modern technologies? - If you can envision the many opportunities for technology disruption in the multifamily industry, then you should get in at the beginning of a fully funded technology startup that isn't only about selling products, but also tangibly impacting the daily lives of its customers in meaningful, positive ways. - That startup is Quext, based in Lubbock, Texas.
We are seeking Level 2 Support Technicians to directly interact with our multifamily industry customers to help ensure that they are enjoying a world class experience using Quext products. The Quext suite of products include Smart Home technologies, AI and CGI-based customer interactions,, next level high-speed internet access, and a full suite of applications that allow an apartment community staff to manage their whole community in a way that is brilliantly simple.
Why QuextQuext is a young, energetic company with a great tech-startup vibe to it. - In addition to being probably the coolest place to work in Lubbock, Quext offers these additional tangible benefits:

  • Competitive salaries
  • Paid Vacation / Holidays
  • Health, Dental, Vision, and Life Insurance
  • Matching 401k
    RESPONSIBILITIES:The ideal candidate loves and wants to learn everything they can about technology. Even more than that, this person has a soft touch and a terrific bedside manner when dealing directly with customers. - The Quext Level 2 support technician puts a customer at ease while at the same time deftly working their way through a professional, robust troubleshooting funnel to determine the quickest way to get that customer up and going again.
    • Manage incoming Level II escalations from internal and external clients (calls, emails, chats)
    • Work directly with and apart from customers to determine whether the issue they are experiencing is system-wide, or is only impacting that user
    • Leverage the knowledge base, wikis, toolsets, and prescribed troubleshooting methodologies to isolate the issue
    • Resolve all issues that you are able, based upon the toolsets provided to you.
    • Document all tickets and their corresponding resolutions
    • When you are unable to resolve a given issue, identify which engineering team or development team should be engaged to further investigate and resolve the issue
    • Route the issue to the appropriate team
    • Provide world class care to the customer throughout this process
      • 2+ years of direct customer support interaction. - This part is really important!!
      • Strong verbal (over the phone) and written (via email and chat) communication skills
      • Solid knowledge of and familiarity with modern web browsers (Chrome, Edge, Safari, etc)
      • Fundamental understanding of networking concepts (DHCP, DNS, IPv4, etc)
      • Fundamental understanding of cloud computing concepts (WAF, SaaS, IaaS, AWS)
      • Fundamental understanding of application support and troubleshooting models (OSI model, databases, back end, middleware, front end)
      • Any certifications in Microsoft, AWS, or other technologies are a plus
      • Prior experience providing technical support in an office, hospital, or educational environment a plus
      • Must have a high school diploma.
        Madera Residential, LLC is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment regardless of race, color, religion, gender, gender identity or expression, genetic information, marital status, sexual orientation, national origin, disability, age, veteran status, or any other characteristic protected by federal, state, or local law.

Keywords: Quext, Lubbock , Level 2 Support Technician, Professions , Lubbock, Texas

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