tier 2 tech support. + leawood , kansas + posted october 23, 2024 **job details** summary + $27 - $28 per hour + temp to perm + high school + category office and administrative support occupations + referenceAB_4634595 job details We are looking for a Tier 2 Customer Support Specialist to serve in a customer-facing role. This position is located in Leawood, KS 66211. The Tier 2 Support Specialist contributes to answering technical calls from customers, opening tickets for all issues, and responding to emails and customer chats. Must have a background working in Tier 2 support, and have excellent communication skills. Hybrid work from home opportunity is available. Please if you are interested! Schedule: Monday - Friday, 8:30am -5pm Pay - Starting off at $27.00 an hour salary: $27 - $28 per hour shift: First work hours: 9 AM - 5 PM education: High School Responsibilities + Document all customer interactions + Escalation point person for Institutions who require more in-depth personalized support + Resolve 50-60% of escalation calls customer issues that are existing or known but require advanced product knowledge and support + 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 + 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 issue validation, document steps to replicate, and coordinate the correct resources + Provide follow-up and resolution documentation as neede + 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) Skills + Technical Support (1 year of experience is required) + troubleshooting + Telephone Etiquette + System Administration + Active Listening + Time Management Qualifications + Years of experience: 2 years + Experience level: Experienced Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad. Equal 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, 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 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. **get in touch** we are here to help you with your questions. LS **leah sosa** + leah.sosa@randstadusa.com