Are you a problem solver with a passion for helping others? At [Your Company Name], we’re seeking a dedicated Tier 2 Customer Support Specialist to join our dynamic team. In this pivotal role, you’ll leverage your advanced product knowledge and critical thinking skills to provide exceptional support to our customers. You'll not only resolve complex issues but also play a key part in shaping our customer experience.

What we can offer you:
Monday – Friday work schedule
Pay: $18 per hour
Work-Life balance

Role Overview:
Resolve 50-60% of escalated customer issues using advanced product knowledge.
Address undocumented issues through critical thinking and creativity.
Create and update procedural documentation for products.
Provide Tier 2 support for application issues, outages, and performance problems.
Report bugs to relevant teams.
Analyze customer experience trends and report findings.
Serve as an escalation point for personalized support.
Assist during major system outages and overnight software deployments.
Participate in an on-call rotation.

Qualifications:
Associate's degree in business management or a related field preferred, or equivalent work experience.
Proven stability in previous roles with a minimum of 2 years of customer service experience.
Strong analytical skills and attention to detail.
Excellent verbal and written communication skills.
Proficiency in Microsoft Office Suite and experience with tools like Jira and Service Now preferred.
Knowledge of nursing and allied health is a plus.

EEO/AA Employer/Vet/Disabled.

The Know Your Rights poster is available here:
https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf

The pay transparency policy is available here:
https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf

For temporary assignments lasting 13 weeks or longer, the Company is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.

We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.

AppleOne participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.
https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf

We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.