tier 2 customer support. + leawood , kansas + posted october 22, 2024 **job details** summary + $18 - $20 per hour + contract + associate degree + category computer and mathematical occupations + reference1069879 job details job summary: WHAT YOU'LL DO The Tier 2 Customer Support Specialist will serve in a consultative customer-facing support role, having responsibility to act as escalated technical application/customer support. The Tier 2 Customer Support Specialist contributes to answering technical calls from external customers, opening tickets for all issues and customer interactions, and responding to emails and customer chats in a timely fashion. This position also provides strategic cross-functional support and works with the Incident Management team to identify and remediate both internal and external website issues. The Tier 2 Customer Support Specialist will define requirements to facilitate providing application problem management & support. The Tier 2 Customer Support Specialist will assist with availability of critical company systems by participating with Incident Management activities, analyzing reported incidents, coordinating SME-level support for issue resolution, and recommending system controls and protocols. In addition to providing escalated support to our customers, you will provide internal support, consultations, and data analysis to other teams including Engineering, Product, Sales, Content, and Platform teams. WHERE YOU'LL WORK This position will be hybrid based out of Leawood, KS with the expectation of working from the office 2-3 days per week. HOW YOU'LL SPEND YOUR TIME ? Document all customer interactions. ? Resolve 50-60% of escalation calls customer issues that are existing or known but require advanced product knowledge and support via standardize contact center applications and channels ? Using your critical thinking, ability to think outside the box, and advanced product knowledge to uncover and address undocumented issues. ? Create procedural documentation for new or existing products that have not been documented. ? Provide escalated Tier 2 application (LMS) support for reported outages, latency, or performance issues. ? Reporting bugs to Engineering, Product and other departments as needed. ? Analyze and report findings, including customer experience trends and product dispositions. ? Perform projects and other activities as assigned to deliver consistent exceptional external and internal service. ? Escalation point person for Institutions who require more in-depth personalized support. ? Perform issue validation, document steps to replicate, and coordinate the correct resources to affect a timely resolution providing post-mortem follow-up and resolution documentation as needed. ? Provide technical assistance and represent business unit during incident management for Tier 1 system outages or issues with major impact to the business (SOR, SEV1, and maintenance). ? On-Call rotation required. ? Take on new responsibilities when new enhancements or products are introduced as needed. ? Ability to work during major overnight software deployments to perform validation testing/quality assurance with your advanced product knowledge and rich technical expertise. WHAT YOU'LL NEED ? Associate's degree in business management, computer related field preferred, or equivalent work experience required ? Previous experience with hands on business analysis, software documentation and software development/ requirements process in the technical industry ? Previous experience with process management and process change implementation ? Minimum 2 years customer service experience ? Customer Advocacy, Empathy ? Ability to multi-task ? Self-Starter ? Excellent time management skills ? strong analytical skills and attention to detail ? Excellent verbal and written communication skills with all levels of users and with management. ? Expertise in Microsoft Office Suite, D365, Jira, Service Now, Five9, LMS systems are preferred ? Industry knowledge of nursing and allied health is a plus location: Leawood, Kansas job type: Contract salary: $18 - 20 per hour work hours: 8am to 4pm education: Associates responsibilities: HOW YOU'LL SPEND YOUR TIME ? Document all customer interactions. ? Resolve 50-60% of escalation calls customer issues that are existing or known but require advanced product knowledge and support via standardize contact center applications and channels ? Using your critical thinking, ability to think outside the box, and advanced product knowledge to uncover and address undocumented issues. ? Create procedural documentation for new or existing products that have not been documented. ? Provide escalated Tier 2 application (LMS) support for reported outages, latency, or performance issues. ? Reporting bugs to Engineering, Product and other departments as needed. ? Analyze and report findings, including customer experience trends and product dispositions. ? Perform projects and other activities as assigned to deliver consistent exceptional external and internal service. ? Escalation point person for Institutions who require more in-depth personalized support. ? Perform issue validation, document steps to replicate, and coordinate the correct resources to affect a timely resolution providing post-mortem follow-up and resolution documentation as needed. ? Provide technical assistance and represent business unit during incident management for Tier 1 system outages or issues with major impact to the business (SOR, SEV1, and maintenance). ? On-Call rotation required. ? Take on new responsibilities when new enhancements or products are introduced as needed. ? Ability to work during major overnight software deployments to perform validation testing/quality assurance with your advanced product knowledge and rich technical expertise. qualifications: + Experience level: Entry Level + Minimum 2 years of experience + Education: Associates skills: + Desktop SupportEqual Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including health, an incentive and recognition program, and 401K contribution (all benefits are based on eligibility).This posting is open for thirty (30) days.