ANALYST, TECH II

The ALLDATA Technical Support level 2 agent provides quality customer service and above‑average technical support (via phone and email) to customer's issues that were escalated from the first level support. Additionally to this they interact with other areas in the organization to find permanent resolution to post release issues and application errors.

RESPONSIBILITIES

• Diagnose and Repair: Agent must troubleshoot ALLDATA issues to determine if they are software or hardware related.
• Training Customer and Technical Analyst 1: Agents should be able to provide feedback to customers or TA1 agents in order to help them understand resolutions or guide them in the use of ALLDATA products.
• Research: Agent must research new and on going issues to determine if issues can be resolved permanently or by the use of a work around. Documentation: Agents should always document completely and accurately to ensure that others can follow same steps. Agents shoul...