Technical Customer Support, L2

At TuneIn, we are reinventing radio for a connected world with live sports, up-to-the-minute news, curated music, millions of podcasts, and over 120,000 streaming radio stations—streamed to tens of millions of customers through our mobile and web apps, and our unmatched platform of hundreds of consumer device and service integrations. From smartphones to smart speakers to electric cars, TuneIn delivers live and on-demand audio from voices you trust wherever you want to listen.  

Location: Poland - Remote

Please note that this is a fully remote position; however, it is based in Poland, and only candidates who reside full-time in Poland will be considered.

The Role

We are seeking a dedicated and technically adept Technical Customer Support Agent, L2 to provide advanced troubleshooting and support to our users. As a Level 2 Support Agent, you will be responsible for resolving complex technical issues escalated from L1, working directly with external customers, including mobile app users, broadcasters, and integration partners. 

This role involves deep technical problem-solving, working with cross-functional teams, and ensuring a seamless customer experience through effective communication and troubleshooting.

Scope of Work

• Resolve escalated issues from Level 1 support by providing in-depth technical troubleshooting and solutions.
• Assist B2C users, broadcasters, and partners with prompt and accurate support for their inquiries and issues.
• Tackle technical issues across multiple platforms (web, mobile, etc.) and escalate complex problems to senior team members or engineering as necessary.
• Maintain up-to-date support documentation to ensure accurate and user-friendly information for self-service.
• Gather insights from user interactions on recurring technical issues and share feedback with Product and Engineering teams to drive product enhancements.
• Collaborate closely with cross-functional teams, including Product, Engineering, and Marketing, to ensure user feedback informs product development and communication strategies.
• Advocate for customer-centric thinking within the team to prioritize user needs in decision-making processes related to product visioning and roadmap planning.

Skills & Qualifications 

• Minimum of 2 years of experience in technical support or customer-facing roles, ideally supporting mobile apps or software products.
• Proven experience in Level 2 technical troubleshooting, ideally using debugging tools and network analysis tools, such as ChromeDevTools and Charles Proxy.
• Experience in providing technical support for B2C users and resolving issues related to mobile and/or web applications.
• Strong problem-solving and root-cause analysis skills, with a proactive approach to identifying and resolving complex issues.
• Excellent communication skills, with the ability to convey technical information clearly to both technical and non-technical users.
• Familiarity with customer support software and CRM tools such as Freshdesk or Zendesk.
• Experience tracking support-focused KPIs, such as CSAT, first-touch SLAs, and time to escalation.
• Familiarity with network debugging tools like Charles Proxy and Wormly is a plus.

Behaviors 

• A passion for understanding and meeting the needs of users, always striving to deliver the best possible experience.
• Ability to analyze user data and feedback to identify trends and areas for improvement.
• Comfortable working in a fast-paced, ever-changing environment where you’ll need to quickly adapt to new challenges.
• A fast learner and curious by nature, excited about learning new technologies and tools.
• A team player with a positive attitude and a commitment to providing an exceptional user experience.
• Ability to thrive in a dynamic, fast-paced environment and manage multiple priorities.