Tier 2 Customer Support Specialist

A company is looking for a Tier 2 Customer Support Specialist to provide mid-level technical support for various digital platforms.

Key Responsibilities

Troubleshoot and resolve complex user issues across digital tools

Reproduce reported issues to identify patterns and potential fixes

Coordinate escalations to higher support tiers when necessary

Required Qualifications

Active Secret clearance supported by a Tier 3 background investigation

Bachelor's degree in Communications, Digital Services, Information Technology, Psychology, or a related field

Minimum 2 years of experience in customer support or technical support

Familiarity with ticketing systems and Tier 1 / Tier 2 support practices

ITIL Foundation certification