Provide advanced Tier 2 technical support to clients, resolving complex application and system issues efficiently.
Troubleshoot, diagnose and resolve incidents using established tools, knowledge bases and diagnostic procedures.
Collaborate with internal technology, product and operations teams to drive timely resolution of client issues.
Document client interactions, technical findings and solutions in case management systems with clear, complete details.
Identify trends in recurring issues and recommend process or product improvements to reduce incident volume.
Follow defined incident, problem and change management practices, including proper escalation when required.
Participate in training and cross-training to maintain current knowledge of products, services and support procedures.

Requirements

2+ years of experience in technical support or customer service in a technology, financial services or similar environment.
1+ year of experience in troubleshooting and problem resolution for software, applications, or systems.
1+ year of experience creating or maintaining technical documentation such as knowledge articles or runbooks.
1+ year of experience in client-facing communication, including phone, email and/or ticket-based interactions.
Experience using ticketing or case management tools (for example, ServiceNow, Salesforce Service Cloud or similar platforms).

Benefits

Fuel Your Life program to support your physical, financial, social, and emotional well-being.
Paid holidays and generous time away policies.
No-cost mental health support through Employee Assistance Programs.
Living Proof program to recognize your peers’ extra effort with points redeemable for rewards.
Eight Employee Resource Groups to foster a collaborative culture and expand your network.
Unparalleled professional growth with training, development, and internal mobility opportunities.
Medical, dental, vision, life, and disability insurance options available from day one.
Retirement planning and discounted shares with the Employee Stock Purchase Plan.
Tuition assistance and reimbursement program.
Paid parental, caregiver, and military leave.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

technical supporttroubleshootingproblem resolutiontechnical documentationincident managementproblem managementchange management

Soft Skills

client-facing communicationcollaborationdocumentationanalytical skills