As a Tier 2 Support Consultant, I serve as a critical escalation point, bridging front-line support and technical development teams to ensure swift issue resolution and an optimal customer experience. My role involves: • Investigating Complex Issues: Analyzing and replicating bugs reported by Tier 1 agents, and escalating them to our Tier 3 team for further investigation. • Team Training: Educating the Tier 1 team on new features and addressing knowledge gaps, particularly when bugs are incorrectly raised. • Customer Communication: Engaging directly with customers to resolve issues that are too technical for Tier 1 agents and providing updates on the status of reported bugs. • Team Collaboration: Coordinating with both the support and development teams to ensure everyone stays informed about bugs and new features.