Technical Support Analyst – Tier II

🕒 April 17

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Uniguest

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1986

☁️ SaaS

🔧 Hardware

🤝 B2B

💰 $190M Debt Financing - Uniguest on 2021-06

SaaS • Hardware • B2B

Uniguest is a provider of cloud-based digital engagement solutions, offering digital signage CMS, IPTV and IP video platforms, engagement apps, and optimized media hardware. The company supplies software Hubs and platforms for content management, interactive TV, video-on-demand, webcasting, wayfinding, room signage, and specialized engagement apps, and also offers managed hardware (media players, encoders, headends) and channel distribution to AV integrators and resellers. Uniguest serves hospitality, healthcare, education, stadiums, senior living, retail, corporate enterprise and other sectors, focusing on secure, scalable audience engagement across screens and devices.

📋 Description

• Contribute to the IP of Uniguest and support the mission of the company and the tech support group (UCrew). • Provide technical support for customers by troubleshooting a variety of applications and product lines. • Assist Tier 1 agents by providing guidance, clarifying processes, and reinforcing best practices to improve first-call resolution rates. • Encourage and promote the use of the Knowledge Base, identifying areas for improvement and training Tier 1s on effective usage. • Take ownership of complex customer issues, ensuring timely resolution while minimizing unnecessary escalations. • Work with customers and their IT teams to resolve long-duration issues effectively. • Demonstrate internal leadership through initiative-taking problem-solving and mentorship of Tier 1 team members. • Help manage the Tier 2 case backlog by properly categorizing, prioritizing, and actively working cases. • Ensure accurate and thorough documentation in the Uniguest case system. • Complete assigned projects, including account organization, documentation, and process improvements. • Escalate cases appropriately to higher Tier or Supervisor when necessary. • Exhibit positive work behaviors outlined in the Uniguest Employee Handbook. • Bring creative solutions and innovation to drive continuous improvement. • Maintain a strong understanding of Uniguest procedures and policies, setting an example for coworkers. • Responsibilities may be adjusted as business needs evolve.

🎯 Requirements

• TCP/IP networking knowledge including Multicast is preferred • Previous experience as a Tier 2/3 technical Support is preferred • Ability to effectively communicate issues and resolutions to all levels of the organization and customer base • Ability to work on own initiative and be a team player • Ability to multi-task • Passion for delivering top-tier customer support in a 24x7x365 environment. • Strong troubleshooting skills in both software and hardware. • Ability to learn new technologies quickly. • Advanced written and verbal communication skills for effectively assisting both technical and non-technical audiences. • Excellent customer service skills with a proactive and problem-solving mindset. • Strong initiative, resourcefulness, and the ability to work independently and collaboratively. • High-level research and analytical skills to identify and address emerging customer-impacting trends. • Ability to multitask, manage time effectively, and prioritize tasks in a fast-paced environment. • Qualifications may be adjusted or expanded based on business needs. • Candidates with or pursuing an associate’s degree in an IT-related field; certifications such as A+, Network+, MCP, Linux, etc. are a plus. • Linux System Administration Experience including installation, administration, and troubleshooting Linux systems • Scripting experience in one or more languages (bash, Python, etc.) • Contact Center experience

🏖️ Benefits

• Supportive leadership team that rewards initiative and success. • Employee Assistance Program (EAP). • Employee Referral Bonus Program. • Professional Development & Training Reimbursement Program. • Potential for advancement opportunities. • Performance bonuses. • Employee Recognition Rewards Program.