Gary Murphy

Level 2 Technical Support Agent

Phorest

Dublin

10.2021 - Current

Queue and Incident Management: Efficiently manage and prioritize incoming support tickets to ensure timely resolution.
Monitor support queues, ensuring SLAs are met and providing escalation when necessary.
Escalation Point for Complex Issues: Serve as the primary escalation point for Level 1 agents, providing advanced technical support and guidance.
Address and resolve customer and VIP Client issues that require more in-depth technical expertise.
Product Expertise & Knowledge Sharing: Act as a subject matter expert (SME) for specific features, offering detailed knowledge and insights.
Continuously enhance product knowledge and provide mentorship and training to team members.
Bug Replication and Reporting: Identify, reproduce, and thoroughly document software bugs or system malfunctions within the product.
Collaborate with Level 3, development, and product teams to ensure issues are properly logged and resolved.
Priority Incident Management: Take ownership of Priority 1 (P1) and critical system-down incidents, ensuring swift identification and prompt communication to customers.
Act as the communication bridge between technical teams and customers providing timely updates and managing expectations until resolution.
Support for Level 1 Agents: Assist Level 1 support agents by troubleshooting more complex issues or guiding them through difficult problem-solving processes.
Review and provide feedback on tickets and cases handled by junior agents, ensuring knowledge growth and performance improvement.