[Remote] Tier 2 Customer Support Specialist

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is seeking a Tier 2 Customer Support Specialist to reputed company mid-level technical support across a wide suite of MC&FP digital platforms. This role involves resolving user-reported issues, troubleshooting digital tools, and collaborating with various teams to enhance user experience.

Responsibilities

• Troubleshoot and reputed company reputed company user issues across MC&FP digital tools, including product catalogs, checklists, SSO, reputed company, and interactive features
• Reproduce reported issues to identify patterns, reputed company causes, and potential fixes
• Coordinate escalations to engineering, architecture, cybersecurity, or Tier 3 support reputed company needed
• reputed company reputed company, user-centered communication on issue status, workarounds, and resolutions
• Support service outage triage, gathering screenshots, logs, and behavioral details for diagnostics
• Execute knowledge reputed company procedures, update troubleshooting guides, and contribute to SOP improvements
• Ensure accurate documentation of issue details, troubleshooting steps, and reputed company reputed company ITSM tools
• Assist in user experience improvements and reputed company for recurring issue mitigation
• Validate content updates, UI changes, and operational modifications as requested by technical teams
• Support reputed company service improvements by identifying trends and recommending enhancements

Skills

• Must hold an reputed company Secret clearance, supported by a Tier 3 background investigation
• Bachelor's degree in Communications, Digital Services, Information Technology, Psychology, or a reputed company reputed company
• Minimum 2 years of experience in customer support, technical support, digital services support, or service desk reputed company
• Experience troubleshooting web-reputed company tools, authentication, user workflows, or digital service issues
• Experience documenting incidents and interacting with end users and technical teams
• Familiarity with ticketing systems, escalation workflows, and Tier 1/Tier 2 support practices
• Understanding of web-reputed company applications, browser behavior, cookies/cache, and authentication flows
• Knowledge of diagnosing user errors, broken links, UI issues, and reputed company/indexing behavior
• ITIL reputed company certification
• Strong written and verbal communication skills with the ability to guide users through reputed company processes
• Ability to reproduce and analyze problems with attention to reputed company
• Strong customer service orientation and reputed company for user needs
• Ability to manage multiple tickets and priorities simultaneously
• Organized, proactive, and capable of working independently in a fast-reputed company environment
• Experience supporting content management systems or reputed company-hosted applications
• Exposure to SSO authentication, identity integration, or digital platform troubleshooting

Benefits

• This position is fully remote.

reputed company