As a User Support Advocate - Tier 2 at Kiddom, your primary responsibilities include providing advanced technical support, troubleshooting complex issues for educators, and documenting recurring problems for escalation. You’ll also work closely with various teams such as Product and Engineering to resolve critical issues, as well as assist in maintaining and updating the knowledge base for users.

To qualify for the User Support Advocate - Tier 2 role at Kiddom, you should have at least 2 years of experience in a technical support or help desk role. It's preferred that you've worked in a Tier 2 capacity and have familiarity with education-related platforms. Strong troubleshooting skills, excellent communication abilities, and proficiency with CRM and ticketing systems are must-haves for this position.

Key skills for a User Support Advocate - Tier 2 at Kiddom include strong troubleshooting abilities, analytical problem-solving skills, and excellent communication. Experience with CRM and ticketing systems like HelpScout or Salesforce is also important, alongside the ability to empathize with educators and work efficiently in a fast-paced environment.

The User Support Advocate - Tier 2 plays a crucial role in Kiddom’s mission by ensuring that educators receive the support they need to effectively use our platform. By troubleshooting technical issues and providing guidance, you help empower teachers to enhance student learning experiences and promote equity in education.

The compensation package for the User Support Advocate - Tier 2 position at Kiddom ranges from $60,000 to $70,000 annually. In addition to a competitive salary, employees are offered meaningful equity, health benefits including medical, dental, and vision, and a generous unlimited vacation policy subject to internal approvals.

In answering this question, it's beneficial to provide specific examples where you identified and resolved complex technical problems. Highlight your methodical approach, the tools you used, and how your solution impacted the user experience.

It’s important to show empathy and active listening in this scenario. Explain how you would validate their feelings, gather all necessary information, and ensure them that you will do your best to resolve their issue promptly, thus turning a negative experience into a positive one.

Discuss any systems or tools you use for ticket management, such as CRM software, and explain your workflow for prioritizing requests. Illustrating your organizational skills will show your ability to work efficiently.

Be specific about the systems you've used, such as HelpScout, Salesforce, or Jira. Describe how you successfully utilized these tools to track, manage, and resolve support tickets and how this experience could be valuable in the User Support Advocate - Tier 2 role.

Select an example where cross-team collaboration was essential. Focus on your communication skills, how you leveraged the expertise of others, and the overall positive outcome resulting from the collaboration.

Explain your approach to maintaining and updating documentation. You might want to mention your experience in creating or revising articles and FAQs based on user feedback or recurring issues.

Your answer should emphasize empathy and communication. Discuss how understanding the user's perspective can greatly enhance their experience and lead to successful issue resolution.

Illustrate your analytical skills and outline your approach to conducting root cause analysis. Talk about data collection, user feedback analysis, and how you work with technical teams to gather insights.

Share your passion for education and technology. Explain how you derive satisfaction from empowering educators and enhancing student learning experiences through technical support.

It’s beneficial to talk about your coping strategies, such as prioritizing tasks, taking breaks when needed, and staying organized. Emphasize your ability to remain calm and focused while managing multiple responsibilities.