Tier 2 technical support representative

As a Technical Support Representative II, you will provide tier 2 support in a fast-paced communication center to resolve technical issues in a variety of methods, such as inbound phone calls, emails, alarms and chat. You will listen then analyze, troubleshoot and resolve technical issues for various types, including connectivity, installation, and equipment defects. You may remotely configure and troubleshoot clients equipment or simply educate customers. In the event that an issue cannot be resolved, you will escalate to the next tier of support or arrange dates, times and access arrangements for a service call. Youll utilize multiple computers and databases to record the results of interactions.

A Technical Support Representative II will:

• Provides answers to clients by identifying problems; researching answers; guiding clients through corrective steps.
• Research required information using available resources.
• Respond to tickets, resolve underlying issues and document occurrences and solutions.
• Identify and escalate priority issues per Client specifications.
• Contribute to internal knowledge base.
• Improves system performance by identifying problems; recommending changes.
• Follow up and make scheduled callbacks to customers where necessary.
• Stay current with system information, changes and updates.

Issue Resolution: Troubleshoot and resolve technical problems across connectivity, equipment defects, and installations via phone, email, chat, and alarm monitoring

Remote Configuration: Configure and test client equipment remotely or walk customers through step-by-step corrective actions

Escalation & Dispatch: Escalate unresolved issues to higher tiers or coordinate dates, times, and access details for onsite service calls

Documentation: Log interaction results, update service tickets, and manage records across multiple databases and computer systems.

Location: Round Rock, TX 78665

Pay: $22

Shift: 10PM to 7AM with one weekend day off

Skills: Help desk, Help desk support, Technical support, Troubleshooting, Customer service, Support, Call center, HVAC, Building automation, energy management, troubleshooting software, Customer support, Service, Call center support, Phone support, Desktop

Top Skills Details: Help desk, Help desk support, Technical support, Troubleshooting, Customer service, Support, Call center, HVAC, Building automation, Energy management, Troubleshooting software

Additional Skills & Qualifications: The ideal candidate will satisfy the following requirements and qualifications: World-class customer service skills, Active listening skills, Problem solving capabilities, Proficient computer skills in remote desktops, G-Suite and OS navigation, Remarkable attention to proper phone etiquette, Ability to speak and write clearly and accurately, Experience in Help Desk, Energy Management, HVAC, or Electrical required

Job Type & Location: This is a Contract to Hire position based out of Round Rock, TX 78665.

Pay and Benefits: The pay range for this position is $22.00 - $22.00/hr. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)

Application Deadline: This position is anticipated to close on Nov 24, 2026.

Workplace Type: This is a fully onsite position in Round Rock,TX 78665.