Analyst, Tech Ii Ssc-Pt

SummaryThe ALLDATA Technical Support level 2 agent provides quality customer service and above‐average technical support (via phone and email) to customer issues that were escalated from the first level support.Additionally, the agent interacts with other areas in the organization to find permanent resolution to post‐release issues and application errors.ResponsibilitiesDiagnose and Repair: Agent must troubleshoot ALLDATA issues to determine if they are software or hardware related.Training Customer and Technical Analyst 1: Agents should be able to provide feedback to customers or TA1 agents to help them understand resolutions or guide them in the use of ALLDATA products.Research: Agent must research new and ongoing issues to determine if issues can be resolved permanently or by the use of a workaround.Documentation: Agents should always document completely and accurately to ensure that others can follow the same steps.Agents should also create and update documentation in the ALLDAT...