Second Level Support Agent

Location

Employment Type

Department

Position Title:

Second Level Support Agent

Location:

Jaipur

Reports To:

Director of Support – PAR Ordering

Position Description

As a Second Level Support Agent at our software-as-a-service (SaaS) company, you will play a crucial role in delivering technical support in a 24x7x365 model. You will troubleshoot and resolve complex technical issues escalated from first-level support, helping customers overcome challenges and maximize their experience with our product. Your expertise and deep understanding of our software will ensure seamless issue resolution and high customer satisfaction.

What We’re Looking For

Key Responsibilities

• Provide second-level technical support to customers via multiple channels.
• Diagnose and troubleshoot complex software and possible third-party hardware issues.
• Investigate and resolve customer-reported bugs, system errors, and configuration problems.
• Collaborate with first-level support and third-level teams to ensure smooth escalations.
• Document all customer interactions, investigations, and resolutions in ticketing/knowledge base systems.
• Identify recurring issues and proactively suggest product or process improvements.
• Communicate technical concepts clearly to non-technical users.
• Deliver exceptional customer service, ensuring quick response and resolution times.

Education & Experience

• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
• Proven technical support experience, preferably in a SaaS environment.
• Experience with ticketing/CRM tools (Jira, Salesforce, Zendesk).
• Fluent in English (verbal and written).

Technical Skills

• Proficient in troubleshooting web and mobile applications.
• Strong understanding of networking concepts (TCP/IP, DNS).
• Familiarity with APIs and API testing tools (e.g., Postman).
• Working knowledge of databases and SQL.
• Exposure to JavaScript or similar programming languages.

Customer Focus

• Excellent customer service and empathy skills.
• Ability to stay calm and professional under pressure.
• Strong written and verbal communication for explaining technical issues clearly.

Problem-Solving & Analytical Skills

• Strong analytical thinking to diagnose and resolve complex technical problems.
• High attention to detail and structured approach to troubleshooting.

Collaboration & Teamwork

• Ability to work closely with cross-functional teams including L1 Support, Development, and QA.
• Willingness to share knowledge and contribute to team growth.

Adaptability & Time Management

• Ability to thrive in a fast-paced, high-pressure environment.
• Flexible to changing business needs and 24x7 shift requirements.

Interview Process

• Interview #1: Phone Screen with Talent Acquisition Team
• Interview #2: Video Interview with Technical Teams (MS Teams / F2F)
• Interview #3: Video Interview with Hiring Manager (MS Teams / F2F)

PAR is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. We also provide reasonable accommodations to individuals with disabilities in accordance with applicable laws. If you require reasonable accommodation to complete a job application, pre-employment testing, a job interview or to otherwise participate in the hiring process, or for your role at PAR, please contact accommodations@partech.com. If you’d like more information about your EEO rights as an applicant, please visit the US Department of Labor's website.