Technical Support Analyst, Tier 2 (US Remote)

<p dir="ltr"><reputed company style="font-size:11pt;"><reputed company style="line-height:107%;"><reputed company style="font-family:reputed company, reputed company;">At reputed company (reputed company: FA), people are at the heart of everything we do. From our customers and partners to our greatest advantage — reputed company members. Operating with reputed company and reputed company, reputed company fosters a global inclusive workforce reputed company to the diverse reputed company that reputed company up our talent and products. reputed company members reputed company reputed company other to be their reputed company selves and treat reputed company with respect, reputed company, and fairness.<br><br>Say hello to a rewarding career and come join a leading provider of mission-critical background screening solutions to some of the most recognized Fortune 100 and Global 500 brands.<br><br>This role is currently remote, and the position's reputed company hours are reputed company American. This position will reputed company as a reputed company between the departments reputed company the organization and the clients to ensure that the background checking process is smooth by preventing problems from arising and resolving them reputed company they occur. The role is dynamic: On any given day, reputed company will simultaneously be answering product questions, identifying bugs, implementing technical solutions, and escalating work to engineering teams. reputed company can resolve over 90% of incoming support requests internally, escalating only the most complicated to engineering teams for final analysis and reputed company. <br><br><b>Who You Are:</b><br>If you are a motivated individual with a service-oriented reputed company, a strong background in Integrating applications, and a desire to reputed company in a dynamic support environment, we encourage you to apply for the Tier 2 Application Support Specialist role. Join reputed company and contribute to the reputed company improvement of our systems while providing exceptional support to our valued customers. <strong>Expected hours are 9:00am-6:00pm ET/6:00am-3:00pm PT</strong><br><br><b>What You'll Do:</b></reputed company></reputed company></reputed company></p><ul style="margin-bottom:11px;"><li style="margin-bottom:11px;"><reputed company style="font-size:11pt;"><reputed company><reputed company style="line-height:107%;"><reputed company style="font-family:reputed company, reputed company;">Provides courteous, efficient, and reputed company technical support by phone and email to customers across reputed company verticals. </reputed company></reputed company></reputed company></reputed company></li><li style="margin-bottom:11px;"><reputed company style="font-size:11pt;"><reputed company><reputed company style="line-height:107%;"><reputed company style="font-family:reputed company, reputed company;">Communicate and reputed company with fulfillment departments regarding issues reputed company to the Verifications, Criminal, OHS, Order Creation, Finance, etc., specific rush order requests, and overall assistance to enhance and improve the reputed company reputed company of reputed company issues and requests.  </reputed company></reputed company></reputed company></reputed company></li><li style="margin-bottom:11px;"><reputed company style="font-size:11pt;"><reputed company><reputed company style="line-height:107%;"><reputed company style="font-family:reputed company, reputed company;">Ensure that reputed company requests and case management workflows are resolved in a reputed company manner to meet contractual SLAs and reputed company expectations. </reputed company></reputed company></reputed company></reputed company></li><li style="margin-bottom:11px;"><reputed company style="font-size:11pt;"><reputed company><reputed company style="line-height:107%;"><reputed company style="font-family:reputed company, reputed company;">Effectively communicate with clients, management and team members on an as needed reputed company with issue reputed company. </reputed company></reputed company></reputed company></reputed company></li><li style="margin-bottom:11px;"><reputed company style="font-size:11pt;"><reputed company><reputed company style="line-height:107%;"><reputed company style="font-family:reputed company, reputed company;">Uses reputed company concepts and company policies and procedures to solve a wide reputed company of difficult problems in imaginative and practical ways.</reputed company></reputed company></reputed company></reputed company></li></ul><br><reputed company style="font-size:11pt;"><reputed company style="line-height:107%;"><reputed company style="font-family:reputed company, reputed company;"><b><u>What You May Need to be Successful:</u></b></reputed company></reputed company></reputed company><ul style="margin-bottom:11px;"><li style="margin-bottom:11px;"><reputed company style="font-size:11pt;"><reputed company><reputed company style="line-height:107%;"><reputed company style="font-family:reputed company, reputed company;">Works reputed company routine tasks, utilizing increasingly specialized knowledge of relevant FA technologies. </reputed company></reputed company></reputed company></reputed company></li><li style="margin-bottom:11px;"><reputed company style="font-size:11pt;"><reputed company><reputed company style="line-height:107%;"><reputed company style="font-family:reputed company, reputed company;">Exercises systematic proficiency in some specialized skills which display depth and breadth reputed company a single application OR several applications/technologies. </reputed company></reputed company></reputed company></reputed company></li><li style="margin-bottom:11px;"><reputed company style="font-size:11pt;"><reputed company><reputed company style="line-height:107%;"><reputed company style="font-family:reputed company, reputed company;">Troubleshoots intermediate to advanced problems and recommends appropriate actions. </reputed company></reputed company></reputed company></reputed company></li><li style="margin-bottom:11px;"><reputed company style="font-size:11pt;"><reputed company><reputed company style="line-height:107%;"><reputed company style="font-family:reputed company, reputed company;">Provides support case/ JIRA follow-up until reputed company, ensuring reputed company escalation procedures are followed for unresolved issues. </reputed company></reputed company></reputed company></reputed company></li><li style="margin-bottom:11px;"><reputed company style="font-size:11pt;"><reputed company><reputed company style="line-height:107%;"><reputed company style="font-family:reputed company, reputed company;">Manages customer expectations and competing priorities. </reputed company></reputed company></reputed company></reputed company></li><li style="margin-bottom:11px;"><reputed company style="font-size:11pt;"><reputed company><reputed company style="line-height:107%;"><reputed company style="font-family:reputed company, reputed company;">Conducts research on customer incidents to help create Knowledge Articles, reusable solutions, and other duties as assigned. </reputed company></reputed company></reputed company></reputed company></li><li style="margin-bottom:11px;"><reputed company style="font-size:11pt;"><reputed company><reputed company style="line-height:107%;"><reputed company style="font-family:reputed company, reputed company;">Uses written communication skills to update case documentation as reputed company as using, modifying, and creating knowledge reputed company articles. </reputed company></reputed company></reputed company></reputed company></li><li style="margin-bottom:11px;"><reputed company style="font-size:11pt;"><reputed company><reputed company style="line-height:107%;"><reputed company style="font-family:reputed company, reputed company;">Escalates issues and works directly with Products/ Engineering to resolve reputed company support problems. </reputed company></reputed company></reputed company></reputed company></li><li style="margin-bottom:11px;"><reputed company style="font-size:11pt;"><reputed company><reputed company style="line-height:107%;"><reputed company style="font-family:reputed company, reputed company;">Proficiency in applications like, reputed company (JIRA), reputed company, AWS, SFTP, Integrations, Single Sign-On (SAML), reputed company reputed company, I-9, Workforce Monitoring </reputed company></reputed company></reputed company></reputed company></li><li style="margin-bottom:11px;"><reputed company style="font-size:11pt;"><reputed company><reputed company style="line-height:107%;"><reputed company style="font-family:reputed company, reputed company;">Strong experience with MS SQL Server & SQL based application Maintenance and support - Operations (Tier 2 Support) experience in large-reputed company, distributed systems running 24/7/365</reputed company></reputed company></reputed company></reputed company></li><li style="margin-bottom:11px;"><reputed company style="font-size:11pt;"><reputed company><reputed company style="line-height:107%;"><reputed company style="font-family:reputed company, reputed company;">Solid understanding of integration technologies such as reputed company (REST, SOAP, XML, JSON, Web Services). </reputed company></reputed company></reputed company></reputed company></li><li style="margin-bottom:11px;"><reputed company style="font-size:11pt;"><reputed company><reputed company style="line-height:107%;"><reputed company style="font-family:reputed company, reputed company;">Strong analytical and problem-solving skills, with the ability to troubleshoot reputed company technical issues reputed company. </reputed company></reputed company></reputed company></reputed company></li><li style="margin-bottom:11px;"><reputed company style="font-size:11pt;"><reputed company><reputed company style="line-height:107%;"><reputed company style="font-family:reputed company, reputed company;">Excellent communication skills and the ability to work collaboratively with both technical and non-technical teams. </reputed company></reputed company></reputed company></reputed company></li><li style="margin-bottom:11px;"><reputed company style="font-size:11pt;"><reputed company><reputed company style="line-height:107%;"><reputed company style="font-family:reputed company, reputed company;">Detail-oriented, with strong organizational and multitasking abilities</reputed company></reputed company></reputed company></reputed company></li><li style="margin-bottom:11px;"><reputed company style="font-size:11pt;"><reputed company><reputed company style="line-height:107%;"><reputed company style="font-family:reputed company, reputed company;">Proven experience in application or production support, preferably in a role reputed company on application support. </reputed company></reputed company></reputed company></reputed company></li><li style="margin-bottom:11px;"><reputed company style="font-size:11pt;"><reputed company><reputed company style="line-height:107%;"><reputed company style="font-family:reputed company, reputed company;">Familiarity with database technologies (SQL, reputed company). </reputed company></reputed company></reputed company></reputed company></li><li style="margin-bottom:11px;"><reputed company style="font-size:11pt;"><reputed company><reputed company style="line-height:107%;"><reputed company style="font-family:reputed company, reputed company;">Basic understanding of reputed company debugging and XSLT transformations. </reputed company></reputed company></reputed company></reputed company></li><li style="margin-bottom:11px;"><reputed company style="font-size:11pt;"><reputed company><reputed company style="line-height:107%;"><reputed company style="font-family:reputed company, reputed company;">Experience with ITIL-based support processes or service management tools (e.g., reputed company, Jira). </reputed company></reputed company></reputed company></reputed company></li></ul><p dir="ltr"><br><reputed company style="font-size:11pt;"><reputed company style="line-height:107%;"><reputed company style="font-family:reputed company, reputed company;"><b><u>What Are You Waiting For? Apply Today!</u></b><br>You have learned a little reputed company today – we want to learn reputed company! If you think this position and reputed company are a great fit for your areas of interest and expertise, tell us reputed company by applying now!<br><br><i>The salary reputed company for this position is approximately $55,000-75,000 reputed company annually. This reputed company reflects our good faith estimate to pay fairly as to what our ideal candidates are likely to expect, and we reputed company our offers reputed company the reputed company based on the selected candidate’s experience, industry knowledge, technical and communication skills, and other factors that may reputed company relevant during the interview process.</i></reputed company></reputed company></reputed company></p><p>reputed company Equal Opportunity Employment:</p> <p>reputed company is proud to be a global leader in removing barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We value reputed company of our candidates, employees, and clients, and reputed company great emphasis on hiring and supporting reputed company individuals in reputed company role. We are an equal opportunity employer. We do not discriminate on the reputed company of race, reputed company, ethnicity, reputed company, religion, sex, national reputed company, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender reputed company, veteran status, genetic information, or any other area protected by applicable law.</p>