Product Support Specialist

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.

Working Conditions

• If working remotely, will be expected to travel as needed to Company...