The Tier 2 Specialist will play a key role in ensuring the timely resolution of issues and the continuous improvement of our support processes. Their role is vital in managing complex cases from Tier 1 Support and providing exceptional support and communications to our clients and top dealers and escalations to development on new and existing bugs and inbound cases. In addition, advancing and maintaining Support knowledge base and actions to help drive reduction in handling time and actions for Tier 1 and Tier 2 to troubleshoot and resolve inbound requests and incidents.

Key Responsibilities.

_ 1. Managing Complex & Top Dealer Support Cases._
- Attend to and resolve cases that are too complex for Tier 1 to handle, ensuring a thorough and effective resolution.
- Attend to and resolve cases that are directly escalated from top dealers that have Tier 1 experience ensuring a thorough and effective resolution.
- Conduct validation of fixes to ensure correct communication for effective resolution of reported issues.




- Ensure internal SLAs and KPIs are maintained to ensure high levels of customer satisfaction and retention by addressing technical issues promptly and effectively.- 2. Escalations & Pilot Case Management._
- Manage backlog priority and escalations of impact and severity on raised items.
- Ensure high levels of customer satisfaction and retention by addressing technical issues promptly and effectively.
- Utilize internal dashboards and tools to prioritize cases identified as internal escalations and Pilots/Trials for quick and effective resolution.
- Ensure internal SLAs and KPIs are maintained to ensure high levels of customer satisfaction and retention by addressing technical issues promptly and effectively..
- 3. Bug and Change Request Identification_
- Identify and properly raise potential bugs to Tier 3 for approval and submission within internal Development CRMs.
- Identify backlog cases within Tier 1 and Tier 2 impacted by known issues and opened bugs

📌 Tier 2 Tech Support Specialist (Monterrey)
🏢 Teletrac Navman
📍 Monterrey