Okay, I've searched for Tier 2 Technical Support Specialist roles in Memphis, TN, specifically hybrid positions within technology companies, requiring 1-2 years of experience, and with proficiency in Zendesk. I have found 45 positions for you.

Sure. Here's the analysis:

Job Analysis:

The primary purpose of the Tier 2 Technical Support Specialist role is to provide advanced technical assistance and solutions to customers using a SaaS platform, with a particular emphasis on using Zendesk as a support tool. This role encompasses managing complex support tickets, navigating customer issues regarding platform functionalities and integrations, and fostering a seamless user experience. Responsibilities include troubleshooting technical problems, guiding clients through setup processes, and collaborating with product and engineering teams to address recurring issues and improve overall support strategies. Success in this position will be characterized by the specialist's ability to quickly resolve customer concerns while enhancing the knowledge base and delivering effective training sessions. Problem-solving skills, technical expertise, and exceptional communication are critical, as the specialist will need to dissect complex issues and relay information to customers clearly and effectively. Furthermore, the ability to work in a hybrid environment implies a need for self-motivation and strong time management skills, particularly on remote workdays, where collaboration and accountability become vital.

Company Analysis:

Dice operates in the tech job market, serving as a pivotal platform for both candidates and employers. Its mission revolves around facilitating connections between tech professionals and suitable job opportunities, emphasizing a continuous growth journey within technology careers. The company positions itself as a supportive ally for job seekers, providing them with resources to enhance their skills and visibility. This suggests a culture that values innovation, growth, and adaptability. For the Tier 2 Technical Support Specialist, this environment presents both opportunities and challenges; success will require not just technical know-how but also a proactive approach to customer service and collaboration. The role likely fits within a cross-functional team, where the specialist will be both an individual contributor and a bridge between customers and internal teams. The strategic purpose of this role aligns with Dice's commitment to customer success, highlighting the importance of knowledgeable and responsive support in retaining and enhancing client relationships as the company grows.

Absolutely. Here are some mock interview questions that could come up:

• Tell me about a time when you had to resolve a particularly challenging technical issue for a customer. What steps did you take and what was the outcome?
• How do you prioritize multiple support tickets with varying levels of urgency?
• Describe a situation where you noticed a recurring technical issue. What actions did you take to communicate and help resolve this problem?
• How do you ensure clear communication when troubleshooting technical problems with customers who may not be tech-savvy?
• What strategies do you use when guiding customers through complex account setups and configurations?
• Can you explain how you would approach a technical issue with an ERP system integration?
• Describe your experience with Zendesk and how you’ve effectively used it in previous roles.
• How comfortable are you with scripting or programming languages? Can you provide an example of how that knowledge helped in your support role?
• Imagine a customer is experiencing an issue with an API integration, but the error message is unclear. How would you proceed?
• Why are you interested in working at Dice specifically, and how does it align with your career goals?
• How do you think your background in technical support can contribute to enhancing the customer experience at Dice?
• What aspects of our company culture resonate most with you, and how do they align with your work style?
• If hired, what will be your first step in quickly integrating into the customer success team and contributing effectively?