As a 2nd line customer support agent you will be responsible for managing the support inbox, carrying out or overseeing the daily support checks and dealing with issues escalated from 1st line support. Your job is to provide first-class technical support and customer service to clients using the PageSuite platform, whilst providing guidance to 1st line support agents. As a 2nd line support agent you will have a broad and in-depth understanding of the PageSuite products, platform and infrastructure so that you can handle customer enquiries and daily support issues in a professional and timely manner. Through clear communication with clients you will ensure that you collect sufficient information about each issue and where necessary, will escalate issues to 3rd line support. You will therefore be required to identify urgent issues and escalate them appropriately, when required. 2nd line support agents will possess a strong ability to problem solve within a technical environment. You will be required to carry out additional duties including; troubleshooting database issues, automation failures and other tasks over and above those required from 1st line support agents. You will report into the Head of Customer Support and work closely with 1st and 2nd line support agents. To succeed in this role you will enjoy problem solving and liaising with clients. As such, you should have excellent communication skills via email and telephone and be proactive with a positive attitude. As PageSuite has a global client base our support team operates on a 24/7 basis and therefore agents are required to work to a shift pattern which caters to our client’s production times. Key Responsibilities: Monitor incoming support requests via the PageSuite helpdesk system and triage appropriately with the correct priority and categories assigned Work to our support SLAs Resolve basic and complex client issues using the PageSuite portal Respond to clients in a professional way, including as much information as possible to provide a high level of service Complete or oversee the required daily support checks Monitor system alerts for potential issues and escalate where appropriate Manage and update internal support documentation where required Manage and update external support documentation where required Mentor and provide support to 1st line support agents Be proactive in handling support issues Key Skills Excellent communication, both written and verbal Ability to problem solve Experience in a customer support role Ability to express empathy with clients and understand critical issues Be proactive and use your own initiative