Tier 2 Customer Support Specialist
New
D
DecisionPoint CorporationIT support
Source API remote eligibility restrictions: United States; This position is fully remote.Full-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- Minimum 2 years of experience in customer support, technical support, digital services support, or service desk operations.
- Required Skills
- Technical supportCustomer support
Requirements
- Hold a bachelor’s degree in Communications, Digital Services, Information Technology, Psychology, or a related field.
- Have at least 2 years of experience in customer support, technical support, digital services support, or service desk operations.
- Have experience troubleshooting web-based tools, authentication, user workflows, or digital service issues.
- Have experience documenting incidents and interacting with end users and technical teams.
- Hold ITIL Foundation certification.
- Be familiar with ticketing systems, escalation workflows, and Tier 1/Tier 2 support practices.
- Understand web applications, browser behavior, cookies/cache, and authentication flows.
- Know how to diagnose user errors, broken links, UI issues, and search/indexing behavior.
- Be able to reproduce and analyze problems with attention to detail and manage multiple tickets and priorities.
Responsibilities
- Troubleshoot and resolve complex user issues across MC&FP digital tools, including product catalogs, checklists, SSO, search, and interactive features.
- Reproduce reported issues to identify patterns, root causes, and potential fixes.
- Coordinate escalations to engineering, architecture, cybersecurity, or Tier 3 support when needed.
- Communicate issue status, workarounds, and resolutions to users.
- Support service outage triage by gathering screenshots, logs, and behavioral details.
- Execute knowledge base procedures, update troubleshooting guides, and contribute to SOP improvements.
- Document issue details, troubleshooting steps, and outcomes in ITSM tools.
- Validate content updates, UI changes, and operational modifications as requested by technical teams.
- Identify service trends and recommend enhancements.
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