Job Summary

Global MNC Tech is seeking a highly skilled and customer-focused Remote Customer Support – Level 2 Technical Specialist to join our global support team. This role is ideal for professionals who thrive in fast-paced, technology-driven environments and enjoy solving complex customer issues. As a Level 2 Technical Support representative, you will handle escalated technical inquiries, provide in-depth troubleshooting, and ensure a seamless customer experience for clients across multiple regions.

You will act as a subject matter expert, bridging the gap between frontline support and technical teams, ensuring that customer issues are resolved efficiently and professionally.

Key Responsibilities

• Handle escalated technical support tickets from Level 1 agents via chat, email, and voice.

• Diagnose and troubleshoot complex software, system, and application-related issues.

• Provide step-by-step technical guidance to customers in a clear and professional manner.

• Collaborate with engineering and product teams to resolve recurring technical problems.

• Document issues, resolutions, and workflows in internal knowledge bases.

• Monitor service-level agreements (SLAs) and ensure timely resolution of cases.

• Perform root cause analysis and suggest preventive measures.

• Train and mentor Level 1 support agents on technical processes.

• Ensure high customer satisfaction and maintain quality standards.

Required Skills and Qualifications

• Strong verbal and written communication skills in English.

• Excellent problem-solving and analytical thinking abilities.

• Proficiency in ticketing systems (Zendesk, Freshdesk, ServiceNow, or similar).

• Good understanding of operating systems (Windows, macOS, Linux).

• Knowledge of networking concepts (DNS, VPN, TCP/IP, firewalls).

• Experience supporting SaaS platforms or cloud-based tools.

• Ability to handle multiple tickets and priorities efficiently.

• Strong customer service mindset with technical expertise.

Experience

• 2–4 years of experience in technical customer support or IT helpdesk roles.

• Previous experience in Level 2 or escalations support is highly preferred.

• Experience working in a remote or distributed team environment is an advantage.

Working Hours

• CST Shift (Central Standard Time)

• 8–9 hours per day, 5 days a week

• Rotational shifts may apply based on business needs

• Weekend or holiday support may be required occasionally

Knowledge, Skills, and Abilities

• In-depth knowledge of troubleshooting methodologies.

• Ability to explain technical concepts to non-technical users.

• Strong documentation and reporting skills.

• High level of attention to detail and accuracy.

• Ability to work independently and collaboratively in a remote setup.

• Strong time management and organizational skills.

• Adaptability to new technologies and evolving processes.

Benefits

• Competitive salary with performance-based incentives.

• 100% remote work opportunity.

• Flexible working environment.

• Health insurance and wellness programs.

• Paid time off and holiday leave.

• Learning and development opportunities.

• Career growth and internal mobility.

• Access to global projects and clients.

Why Join Global MNC Tech?

At Global MNC Tech, we believe in empowering our people with the right tools, training, and environment to succeed. You will be part of a diverse, innovative, and technology-driven organization that values employee growth, collaboration, and continuous learning. This role offers long-term career prospects, exposure to global clients, and the chance to work with cutting-edge technologies from the comfort of your home.

How to Apply

Interested candidates should submit their updated resume along with a brief cover letter highlighting their technical support experience. Shortlisted applicants will be contacted for a virtual interview.