Tier 2 Support Agent (SDQ)

Position Summary:

We are looking for a customer service superstar with a technical flair to join our Tier 2 support team, work with some of the world’s top brands, and impact our current and future offerings! If you’re tech-savvy and love interacting with people to provide top-quality support while handling complex technical issues, we’d love to hear from you. 

Responsibilities:

• Act as a focal point for communication with the R&D and product teams 
• Handle Tier 2 cases quickly and efficiently 
• Act as a knowledge focal point within support 
• Create and update knowledge base articles used by Tier 1 agents 
• Conduct training sessions for Tier 1 agents 
• Accompany new releases and make sure support agents are familiar with them and have the tools to address issues related to them 
• Investigate and report bugs to the R&D team

Required Skills and Abilities:

• Advanced English proficiency
• Exceptional verbal and written communication skills 
• Experience/Good familiarity with the following:

○ HTML and CSS (Must) 

○ SQL (Must) 

○ Javascript - Advantage 

○ APIs - Advantage 

• A tech-savvy self-learner who is capable of quickly mastering different fields within our product end-to-end 
• Proactive data-driven approach - spot recurring issues within our product and find the long-term solution that will address them 
• Go-getter attitude - the ability to drive other stakeholders towards a solution in complex situations 
• Great time management, prioritization, and sense of ownership skills - able to self-manage and “juggle” between different tasks with optimal results

Education and Experience:

• 2 years of previous B2B technical support experience (Tier 2 experience - advantage) 
• Bachelor’s degree in Computer Science, Information Technology (IT), Network Administration or Cybersecurity is desirable. 

Benefits

• Insurance under ARS Humano Royal Plan (Option to upgrade to Max Royal Plan)
• Free snacks every day
• Free catered lunch every day
• Free catered dinner (for those on night shifts)
• Door-to-door transportation after 9:00 PM
• Happy hour on Fridays
• Holiday parties!
• An amazing, unique office environment (no cubes, no assigned workstations!)
• Growth and development opportunities (the most in the industry!)
• Professional development courses by leading business schools like BARNA
• Yoga and workout classes (coming soon!)
• Community service opportunities (#HoratioCares)
• Discounts at local restaurants and stores

Life At Horatio: 

Horatio is changing the way people experience life at work. Yes, that’s right - working at Horatio is much different than anywhere you’ve ever worked. Here’s what makes our vibe different:

• Employee First (but actually...): At Horatio, we are a family and that plays into everything we do. We know that our employees are the most important part of the team and we treat them as such! Just ask any member of our team about how different Horatio has been for them and why they love it so much! Or, feel free to check out our Instagram page hirehoratiord to see it for yourself. Whether it’s the free meals, concerts, clubs, yoga classes, or awesome office vibe, there’s something for everyone at Horatio!
• Cool Clients: We work with some of the fastest-growing and innovative companies in the world — and a lot of them are startups. That means no boring scripts and repetition. Instead, you will be challenged to provide clients with ideas, feedback, and new strategies based on what you are seeing each day. You’ll get to interact with clients directly too — it could be the head of the customer experience or even the CEO!
• Growth Opportunities: We’re a fast-growing company and have a lot of opportunities for new employees to grow within. A large number of our senior managers started as associates, proved themselves, and were promoted over and over again. If you are smart, hungry, and driven, the sky's the limit at Horatio!
• Wellness Program: Horatio is committed to spread mental health awareness and promote its importance. To take care of our people we have in-house clinical psychologists.