Technician, Client Support - L2, UK
Core
L2 Client Support Technician providing 24x7 end-user support, troubleshooting, and implementation assistance for Global Relay App Services (Instant Messaging, Texting, Voice, WhatsApp, Personal Search) to enterprise customers.
Role type
L2 Application Support Technician
Builds
Global Relay App Services (IM, Texting, Voice, WhatsApp, Personal Search)
Domain
Enterprise Communications / SaaS
Required skills
SaaS business model experience, Helpdesk/Service Desk experience, troubleshooting, log file analysis, software configuration, SAML/SSO management, Directory Sync/SCIM, Salesforce, JIRA, carrier platform management
Preferred skills
beta testing, customer trend analysis, documentation, knowledge sharing, cross-functional collaboration
Technologies
Salesforce, JIRA, SAML, SSO, SCIM, WhatsApp, Instant Messaging platforms
Responsibilities
Manage customer requests and incidents via phone, email, and ticketing systems; handle onboarding, provisioning, and implementation of app services; provide L1 application support including user and license management; escalate complex issues to L2 support and product teams; test new features and provide feedback; document customer trends and improve customer experience; act as escalation point for technical and procedural issues.
Seniority
Junior, 1-2 years experience