1107750) Product Support Engineer

Product Support Specialist

Onsite-3 days | Peoria, IL or Chicago, IL

Diversified Services Network, Inc. (DSN) is seeking a full-time Product Support Specialist to join our team in your choice of our Peoria, or Chicago, IL offices. We offer a hybrid work model, full benefits, PTO, 401k, and more! If you're looking to grow your career within an extremely reputable, stable Fortune 100 company - let's talk!

The Product Support Specialist supports Tier 1 advisors with escalated customer questions by researching answers beyond existing knowledge articles and coordinating with internal resources to move cases toward resolution. This role documents recurring FAQs, monitors SLA progress, and helps drive aging cases to closure while improving support paths and knowledge content.

• Answer Tier 1 handups by reviewing case details, clarifying the customer question, researching using internal resources, and providing clear next steps.

• Document findings, recommended actions, and resolution guidance in the case record.

• Monitor assigned cases, handups, and queues to support timely follow-up and SLA progress.

• Work aging cases by identifying blockers, engaging the right resources, and communicating status until resolved or escalated.

• Partner with internal and supplier resources to resolve questions, improve support paths, and share case trends that strengthen documentation, training, and customer experience.

• Works closely with Tier 1 advisors, supplier support teams, business partners, technical teams, knowledge owners, and workstream leads to clarify ownership and improve the handup experience.