Agent Support Tier 2

Skills play a vital role in a workforce but We believe that hiring character over skill is the basic foundation for building a smart, efficient, passionate, driven, and impactful workforce.

AT MERIDIAN, WE FOCUS ON PEOPLE OVER PROFITS

Our flexible work model provides a healthy, safe, and open work culture that empowers our TeamMates.!

? Advanced Troubleshooting & Analysis ? Investigate escalated technical issues (e.g., purchased through Apple but account doesn’t exist in Watc

- Duty). ? Reproduce errors reported by users to pinpoint root causes and potentially identify code or configuration issues.

? Collaboration with Internal Teams

- Provide detailed escalation notes, including screenshots, logs, or error messages for product & engineering.

? Data & Integration Queries

- Delve deeper into data discrepancies (e.g., map layers not syncing, incorrect i ---------- details).

- Review system logs or data sources to confirm data integrity and highlight anomalies for resolution.

? Complex Account/Subscription Issues

- Manage cases that involve subscription billing complications, account merges, or restoring lost account data.

- Investigate backend processes for account validation or subscription statuses when Tier 1 solutions fail.

Requirements

? Technical Aptitude:

- Familiarity with Zendesk. Basic troubleshooting skills; proficiency in standard operating systems and ticketing tools.

- Proficiency in mobile app troubleshooting for Android and iOS required.

? Communication: Excellent written English, able to convey technical details clearly and empathetically. Good to Excellent spoken english.

? Organization: Capable of managing multiple tickets and priorities in a fast-paced environment.

All Support

? Monitor & Triage Feedback:

- Sort incoming emails by priority, tagging potential high-impact issues (e.g., widespread outage, repeated app crash) for immediate escalation/follow up.

- Capture user feedback on new features or recurring pain points to inform product improvements.

? Maintain Documentation: ? Keep detailed records of troubleshooting steps in the ticketing system.

- Contribute to the internal knowledge base by adding new, undocumented resolutions or by adding clarifications/best practices to existing articles. ? Suggest additions to the external knowledge base for approval by an admin.

? Ensure Timely Responses: ? Aim to respond within 24–36 hours, balancing thorough investigation with clear, concise communication.

- Proactively update users if further investigation or escalation is needed.