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Foiwe Info Global Solutions
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L2 Support Representatives

L2 Support Representatives

Foiwe Info Global Solutions

2 - 4 years

|

3 - 5 Lacs

Posted:1 month ago| Platform:

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Skills Required

documentation skills email writing customer queries strong communication skills problem solving technical troubleshooting

Work Mode

Work from Office

Job Type

Full Time

Job Description

L2 Support Representatives

Key Responsibilities

Handle customer inquiries via email/chat with timely and professional responses.
Troubleshoot platform issues (UI, connectivity, functionality) and create technical tickets when needed.
Resolve account, registration, content, and general support requests.
Manage customer complaints with empathy and provide effective solutions.
Make decisions on refunds/compensation as per guidelines.
Escalate legal, compliance, security, or complex technical cases to appropriate teams.
Coordinate with Billing, Payment Support, and internal teams for issue resolution.
Maintain accurate case records and prepare basic reports on recurring issues.
Stay updated on internal processes, participate in training, and support knowledge-sharing.

Required Skills

Minimum
2 years
of email/chat-based customer support or L2 support experience.
Excellent English communication skills (written & verbal).
Strong troubleshooting, analytical, and decision-making abilities.
High attention to detail and sense of responsibility.
Quick learner with the ability to guide peers when required.
Strong computer and web-application proficiency.

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Foiwe Info Global Solutions

Information Technology

San Francisco

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