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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Level 2 support, effectively resolving customer queries and collaborating with cross-functional teams to enhance service quality. Proficient in maintaining SLAs and providing application support while ensuring high levels of customer service.
Highest-signal resume keywords
Level 2 Support ExperienceCustomer Service SkillsApplication SupportCommunication SkillsProblem-Solving Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Level 2 SupportApplication SupportIncident ManagementSLA MaintenanceCase Management System
Soft Skills
Communication SkillsTeamwork SkillsAttention to DetailOrganizational SkillsTime Management Skills
Tools & Technologies
MS OfficePearson VUE Case Management System
Certifications & Qualifications
Bachelor’s Degree
Industry Keywords
Call CenterCustomer QueriesService-Related ProblemsCross-Functional CollaborationCorporate Environment
Tech Stack
Tools & technologiesVue.js
About the role
Key responsibilities & impact- Handle Level 2 escalation calls
- Act as an escalation point for service-related problems
- Assist in training and monitoring call center agents to ensure quality of service
- Maintain SLAs for different lines of business
- Follow through with incidents, reports, and projects
- Resolve customer and client queries in the Pearson VUE case management system
- Understand customer enquiries, ask questions, and collaborate with departments to investigate issues
- Take ownership of enquiries to deliver positive customer outcomes
- Share feedback and suggest improvements to prevent recurring customer issues
- Potentially work with clients and support projects
Requirements
What you’ll need- Bachelor’s degree
- 2 years of experience in a similar/related position
- Excellent oral and written communication skills
- Ability to collaborate with cross-functional teams to resolve issues, improve workflows, and support business priorities
- High levels of customer service skills
- Previous experience operating in a Level 2 support role
- Comfortable working in a busy corporate environment and 24*7 shifts
- Experience providing application support
- Familiarity with MS Office
- Great attention to detail
- Problem-solving skills
- Strong organizing and time management skills
- Effective teamwork skills
Benefits
Comp & perks- Career development opportunities
- Incentives
- Rewards
- Competitive benefits package