Product Support Engineer - 750

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

• 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 Client 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.

Hybrid : 1-3 days in office

• Bachelor’s degree with 1–3 years of experience in customer support, technical support, product support, digital operations, contact center operations, application support, or a related field.
• In lieu of a degree, 4+ years of relevant experience in a related support, operations, or application environment.

(Required)

• Experience supporting dealer, customer, or internal business partner inquiries in a queue-based or case-management environment preferred.
• Experience in call center, digital operations, technical support, product support, or case-management environments preferred.
• Experience documenting FAQs, knowledge article feedback, process gaps, or training opportunities.
• Ability to research and interpret support information across systems, knowledge repositories, procedures, and internal resources.
• Strong case management skills, including documenting issue details, actions taken, findings, next steps, and resolution guidance.
• Ability to assess priority, monitor SLA expectations, identify aging-case risks, and take timely follow-up action.
• Comfortable using ITSM, CRM, knowledge management, collaboration, and reporting tools.
• Ability to translate recurring support themes into FAQ, knowledge article, training, or process improvement recommendations.

(Preferred)

• Experience with Salesforce, Service Now, Microsoft Dynamics 365, or similar ITSM/CRM platforms.
• Experience with Client digital, dealer, customer, product support, or eCommerce applications preferred.
• Experience using Microsoft products such as Teams, SharePoint, Excel, Power BI, Copilot, or similar productivity and reporting tools

(Required)

• Clear written and verbal communication skills, including concise, actionable guidance for Tier 1 advisors and internal partners.
• Strong time management skills to balance handups, aging cases, follow-ups, documentation, and competing priorities.
• Collaborative team mindset with the ability to build trust, ask effective questions, share information, and work across groups.
• Customer-focused problem solving, ownership, attention to detail, and follow-through.
• Ability to work independently while knowing when to escape, seek clarification, or engage additional resources.