Tier 2 Customer Support - Randstad USA

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.

? Resolv