General Description
Lumu Technologies is looking for a Customer Care Specialist TIER II, who possesses a strong drive for results. In this role, you will act as the primary escalation point for complex technical issues that require deep-dive analysis and an exhaustive understanding of our platform’s architecture.
The L2 Specialist doesn’t just resolve tickets; they identify patterns, provide root-cause analysis, and serve as a technical mentor to the Level 1 team, ensuring our customers’ security posture is optimized and resilient.
Responsibilities
- Identifying customer needs
- To be a technical authority in the team
- Manage the top tier customer support cases
- Advanced Troubleshooting: Investigate and resolve high-complexity cases escalated from Level 1.
- Root Cause Analysis (RCA): Perform detailed diagnostics to identify systemic bugs or product limitations, documenting technical evidence for DevOps and Engineering teams.
- Contacting customers to give them accurate feedback on the progress of their inquiries
- Mediate between clients and the organization
- Handle and resolve customer requests and complaints
- Provided feedback about customer experience to the product team and CSM team
Required Skills and Experience
- Highly organized and able to multitask
- Self-driven and proactive nature
- Skilled in troubleshooting on Windows and Linux systems
- Skilled in scripting and API integrations
- Excellent communication and interpersonal skills
- Proficient computer skills
- Demonstrate leadership qualities
- Experience in customer support
- Knowledge about ITIL
- Patient and active listener
- Passion for service
Apply by sending your resume to: [email protected]