Technical Support Representative, Tier II

Position Summary
Uniguest's Tier II Tech Support Representative provide second-tier technical support for Uniguest customers via telephone, chat, and support portal. Tier 2 takes ownership of break/fix customer issues and represents a higher level of resolution skill and customer satisfaction for our business. In this remote position, you will contribute to the IP of Uniguest and support the mission of the company and the tech support group.

Primary Responsibilities

• 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.
• Provide one-on-one coaching for Tier 1 agents to help them grow and develop.
• 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.
• Bring creative solutions and innovation to drive continuous improvement.
• Maintain a strong understanding of Uniguest procedures and policies, setting an example for coworkers.
• Performs other related duties as needed.

Experience & Skills

• Preferred: Candidates with or pursuing an associate’s degree in an IT-related field; certifications such as A+, Network+, MCP, Linux, etc. are a plus.
• Passion for technology, customer service, and taking on increased responsibilities.
• Strong written and verbal communication skills to support both technical and non-technical users.
• Ability to work independently and collaboratively with a proactive, problem-solving mindset.
• Advanced soft skills with a focus on customer satisfaction and turning customers into promoters.
• Goal-oriented yet adaptable to shifting priorities and business needs.
• Passion for delivering top-tier customer support in a 24x7x365 environment.

Require Qualifications

• Previous Tier 1 experience with proven performance and ability to handle escalations effectively.
• Strong troubleshooting skills in both software and hardware.
• Excellent customer service skills with a proactive and problem-solving mindset.
• Strong troubleshooting skills with software and hardware, including PCs, printers, wired/wireless networking, and peripherals.
• Familiarity with Windows OS, macOS and Linux.

About Uniguest
Uniguest is the global leader in providing highly secure, fully managed customer-facing technology solutions on an outsourced basis to the hospitality, senior living, specialty retail, education, and corporate sectors. Our suite of turnkey consumer-facing technology solutions includes hardware and software solution packages, system implementation, and 24/7/365 multi-lingual support for public space kiosks, purpose-built kiosks (PC, iMac, tablet), digital signage, Interactive TV, tablets, remote printing, and more – all designed to deliver a consistent and safe experience to our clients’ customers.

Uniguest is committed to equal employment opportunity and to providing all people equal access to employment without regard to personal characteristics that are unrelated to their ability, performance, or qualifications. Uniguest prohibits discrimination and harassment against any employee or applicant for employment based on race, color, religion, national origin, sex, sexual orientation, marital status, pregnancy, gender identity, veteran status, disability, genetic information, age, or any other basis protected by law.