Ravyx CA · 11 hours ago
Technical Support Agent L2
Endicott, NY
Full-time
Onsite
Senior Level
$20/hr - $25/hr
5+ years expRavyx CA is seeking a Technical Support Agent L2 to serve as an escalation point for complex technical issues. The role requires advanced troubleshooting skills and the ability to independently diagnose and resolve customer-impacting issues, while maintaining clear communication with customers and collaborating with internal teams.
SoftwareRoboticsInformation Technology
Responsibilities
Serve as an escalation point for unresolved Level 1 technical issues
Provide intermediate-level technical support via phone and email
Investigate basic to intermediate issues related to SMS system functionality and retail management (back-office systems)
Analyze system behavior using logs, scripts, macros, and diagnostics
Propose and/or implement appropriate solutions or technical recommendations
Ensure escalation procedures and timelines are followed
Communicate clearly with customers regarding issue status, expected timelines, and next steps
Ensure resolution timelines are met and proactively communicate delays when necessary
Validate issue resolution with customers prior to case closure
Foster positive customer relationships through professional, clear, and empathetic communication
Manage and review information within SQL databases at an intermediate level
Accurately document all calls, troubleshooting steps, and resolutions in Salesforce, NAV, and other systems
Maintain detailed case notes to support knowledge sharing and future issue resolution
Collaborate with internal teams to identify medium-term solutions to recurring technical issues
Participate in cross-functional meetings and committees as required
Support team objectives and contribute to continuous improvement initiatives
Share technical insights and findings to help reduce repeat escalations
Qualification
Required
Post-secondary education in IT, networking, computer science, or a related field preferred
5–7 years of experience in a technical support or escalation-based environment
Experience supporting POS, SMS, or retail management systems
Working knowledge of SQL databases (intermediate level)
Experience with CRM and ticketing systems such as Salesforce and NAV
Proficiency in Microsoft Office (Word, Excel, Outlook, etc.)
Strong intermediate-level technical troubleshooting and analytical skills
Ability to interpret logs, scripts, and system outputs
Excellent written and verbal communication skills
Strong time management and prioritization abilities
Ability to work independently while collaborating effectively within a team
High attention to detail and strong documentation discipline
Proficiency in English (written and spoken) required
Preferred
French and/or Spanish preferred
Company
Ravyx CA
Ravyx CA provides point-of-sale and management software to businesses in the retail sector, offering personalized products and services that scale with their growth — establishing strong, long-lasting business partnerships.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase