Support Specialist III Job Columbus area,Ohio USA,IT/Tech

Support Specialist III

Summary: Serves as a senior escalation point and subject matter expert, managing complex inquiries and driving resolution across departments. Provides leadership through coaching, process improvement, and compliance oversight while ensuring exceptional service delivery and operational efficiency.

Primary Functions:

Resolve advanced escalations from Specialist I & II, exercising sound judgment and decision-making

Train, coach, and mentor of new hires and junior specialists

Partner with cross-functional teams to identify, escalate, and resolve systemic issues

Support testing, implementation, and rollout of new systems, processes, and software

Lead root cause analysis and resolution of recurring branch-level issues

Provide reporting support and assist with performance tracking and analysis

Maintain accurate, well-organized spreadsheets, logs, and operational records

Deliver calm, professional, and customer-focused service in all interactions

Support new user setup and provide basic technical troubleshooting

Ensure confidentiality of sensitive information and adherence to regulatory requirements

Perform additional duties as needed to support overall business operations

Qualifications

3+ years of experience in staffing, customer support, or office administration

Demonstrated leadership, training, and mentoring capabilities

Strong analytical, judgment, and problem-solving skills

Advanced proficiency in Microsoft Office and online support tools

IND1

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