Customer Support Representative – Tier 2 at The Faculty | All Remote Jobs
The Faculty
Customer Support Representative – Tier 2
South Africa · remote · Salary not listed
himalayasseo_indexablePosted 2026-09-08First seen 2026-09-09
Role overview
Are you an experienced technical support professional who enjoys solving complex problems and helping others find solutions?
We are looking for an experienced Tier 2 Customer Support Representative to provide advanced technical support and act as a key escalation point for complex customer issues that cannot be resolved at Tier 1.
This role combines advanced technical troubleshooting, case ownership, escalation management and team support. You’ll work closely with Tier 1 Representatives and internal teams to investigate and resolve challenging customer issues.
What You'll Do
Manage and resolve complex technical issues escalated from Tier 1
Apply advanced troubleshooting across hardware, software, networks, products and platforms
Take ownership of complex or long-running customer cases through to resolution
Maintain a high level of knowledge across current and historical products
Research and investigate issues where standard troubleshooting processes do not provide a solution
Work closely with internal teams to investigate and resolve difficult technical issues
Provide technical guidance, coaching and support to Tier 1 Representatives
Assist with the training and development of new and existing team members
Maintain knowledge of relevant business systems and support tools
Manage your own case workload while supporting escalated issues
Identify opportunities to improve support processes, procedures and knowledge resources
Participate in projects, meetings and continuous improvement initiatives
Maintain accurate case documentation and professional customer communication
Consistently meet agreed operational, quality and customer support KPIs
What We're Looking For
The ideal candidate will have:
4+ years of call centre technical support experience
5+ years of professional computer and network troubleshooting experience
Advanced experience in technical support, service desk, desktop support or IT support
Strong troubleshooting skills across hardware, software, networks, operating systems and business applications
Windows, ChromeOS, iOS, Android, macOS and Microsoft Office
Familiarity with cloud computing and relational database concepts
Proven experience handling complex and escalated technical issues
Experience working across multiple business systems and collaborating with internal technical teams
The ability to coach, guide and transfer technical knowledge to Tier 1 colleagues
Strong problem-solving, critical-thinking and prioritisation skills
Excellent written and verbal English communication skills
The ability to explain complex technical issues clearly to non-technical customers
Strong ticket management and documentation skills
The ability to remain calm, professional and customer-focused when dealing with complex or challenging issues
Why You'll Succeed in This Role
You’ll thrive in this role if you're someone who loves troubleshooting, takes ownership and isn't afraid of a difficult problem. You should be confident working independently while also supporting and developing those around you.
This is an ideal opportunity for an experienced technical support professional looking to take on greater responsibility and become a key resource within a high-performing customer support team.