Product Support Specialist, Tier II

Full Time
Posted 1 month ago

Job Description:

The Product Support Specialist, Tier II provides support for customers and field representatives.


  • Available immediately for severity one or severity two tickets (priority issues).
  • Efficient communication with Client Success Manager to ensure the team can properly triage, categorize and communicate the issue to the client.
  • Escalate any trouble tickets to the next level of support, as needed.
  • Ensure the customer is promptly notified while ensuring resolution and/or proper hand off to team members.
  • Perform in-depth situation analysis and employ mechanisms to replicate reported problems to assure proper diagnosis.
  • Root cause analysis.
  • After priority issue is resolved, document any new information or trouble shooting steps.
  • Work with third party service providers and vendors to resolve issues.
  • Research and recommend possible automated approaches for system administration tasks.
  • Provide exceptional support when communicating and assisting clients.
  • Ensure that high quality standards are maintained for all client interactions and issue resolutions.
  • Review new product functionality (monthly).
  • Develop and maintain knowledge of IntegraCloud’s implementation and support practices and methodologies.
  • Lead, train, and mentor Tier 1 Technical Support staff for purposes of achieving optimal first contact closure rate.
  • Develop and maintain functional and technical product knowledge.
  • Provide contributions to project methodology and document library which includes development of new documents/processes as well as updates to existing documents/processes.
  • Review product enhancement requests with Product Managers (weekly).
  • Facilitate support for internal customers (other departments) and direct them to appropriate solution avenue(s).
  • Perform problem research and testing when necessary.
  • Deliver high quality, metric-driven, and timely resolutions to problems.
  • Initiate follow-up to other service areas when appropriate.
  • Perform other duties and responsibilities as necessary


  • 3-5 years experience in Technical Support preferably software or application support
  • Bachelor’s in Computer Science, Information Technology, related Technical Degree or equivalent experience
  • Previous Tier 1 technical support experience
  • Healthcare experience is a PLUS
  • Excellent spoken and written communication skills
  • Working knowledge of MS SQL Server 2008/2012 databases. MS Visual Basic a plus
  • Working knowledge with IIS/Web App
  • Working knowledge of
  • Strong PC administration & troubleshooting skills
  • Knowledge of Microsoft Windows products
  • Domain expertise of environmental software a plus
  • Previous experience with ticket tracking and knowledge base software is preferred
  • Software or application support
  • Excellent customer service and interpersonal skills


Integra Connect, LLC provides a comprehensive benefits plan.

  • Medical/Dental/Vision Insurance beginning the 1st of the month following your date of hire
  • Paid Time Off
  • 401k with employer match
  • Paid Holidays and Floating Holiday

Equal Opportunity Employer

Job Features

Job CategoryInformation Technology

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