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Product Support Specialist, Tier II
Arlington, VA
Job Description
The Product Support Specialist, Tier II is directly responsible for assisting Tier I agents with resolving support inquires (chat, phone, ticketing), providing at least 10 - 20% time on queue, developing product documentation, and Sutherland staff training.
Job Duties- Help Desk Support: Provide answers to client questions via Symplicity Help Center (phone, issue, messaging). Write clear, concise, and accurate support notes. Escalate issues as appropriate.
- Internal Training: Train new staff members on system functionality and act as a help resource for other support staff. Participate in ongoing internal training programs to maintain expected level of system knowledge to appropriately assist clients.
- Subject Matter Expert: Serve as a subject matter expert on the assigned products.
- Data Import: Perform imports of client data and set up auto import scripts for developers.
- Documentation: Help create and edit departmental and system documentation.
- Policies: Follow all established Symplicity and PSS procedures and policies.
- Other duties as assigned.
- If working remotely, will be expected to travel as needed to Company's headquarters.
- Periodic weekend or evening work is expected, in addition to occasional on-call rotation for escalations during holidays.
About Symplicity
Symplicity is the market leader in employability solutions. We help companies find talent, we help Higher Ed bridge the skills gap and we help recent college graduates launch their careers. Used by over 30 million students worldwide, our comprehensive suite of products touches the full life cycle of a student. From admission to alumni engagement, Symplicity's products cover career services, advising, student conduct, campus life as well as housing & residence life. Symplicity is proud to be an equal and diverse Employer. EEO/AAP/M/F/Disabled/Veteran. Please note: employment with Symplicity contingent on successful completion of background check.
Job Summary
Company
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Experience
Open
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