Support Specialist

Job Summary

A company is looking for a Support Specialist for a contract position.

Key Responsibilities

• Provide Tier II level support for internal escalations and manage caller expectations for timely resolution
• Guide callers through troubleshooting steps via phone/email and document information in ServiceNow while complying with HIPAA regulations
• Mentor peers in the team and handle elevated technical support inquiries and customer complaints

Required Qualifications

• 2+ years of experience in Tier II/escalated support in an enterprise call center environment
• Experience with high volume ticket support, handling 40+ tickets daily
• Ability to complete required assessments, including typing (minimum 50 WPM/80% accuracy), logical reasoning, basic computer skills, and MS Outlook basics
• Professional demeanor and accountability in communication
• Familiarity with ticket management applications, specifically ServiceNow