Tier 2 Customer Support Specialist

DecisionPoint | Cortek • ,

2d • Remote

About The Position

DecisionPoint seeks a Tier 2 Customer Support Specialist to provide mid-level technical support across a wide suite of MC&FP digital platforms. This role resolves user-reported issues by replicating complex errors, analyzing root causes, and providing clear, actionable solutions or escalations. The Tier 2 Customer Support Specialist supports troubleshooting of MC&FP web tools such as product catalogs, checklists, interactive forms, SSO authentication flows, search functions, and other digital services. This position ensures timely response to customer inquiries, contributes to knowledge documentation, and collaborates with engineering, UX, cybersecurity, and PMO teams to continuously improve the user experience. This position is fully remote.

Requirements

• Must hold an 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, technical support, digital services support, or service desk operations.
• Experience troubleshooting web-based tools, authentication, user workflows, or digital service issues.
• Experience documenting incidents and interacting with end users and technical teams.
• Familiarity with ticketing systems, escalation workflows, and Tier 1/Tier 2 support practices.
• Understanding of web-based applications, browser behavior, cookies/cache, and authentication flows.
• Knowledge of diagnosing user errors, broken links, UI issues, and search/indexing behavior.
• ITIL Foundation certification
• Strong written and verbal communication skills with the ability to guide users through complex processes.
• Ability to reproduce and analyze problems with attention to detail.
• Strong customer service orientation and empathy for user needs.
• Ability to manage multiple tickets and priorities simultaneously.
• Organized, proactive, and capable of working independently in a fast-paced environment.

Nice To Haves

• Experience supporting content management systems or cloud-hosted applications.
• Exposure to SSO authentication, identity integration, or digital platform troubleshooting.

Responsibilities

• Troubleshoot and resolve complex user issues across MC&FP digital tools, including product catalogs, checklists, SSO, search, and interactive features.
• Reproduce reported issues to identify patterns, root causes, and potential fixes.
• Coordinate escalations to engineering, architecture, cybersecurity, or Tier 3 support when needed.
• Provide clear, user-centered communication on issue status, workarounds, and resolutions.
• Support service outage triage, gathering screenshots, logs, and behavioral details for diagnostics.
• Execute knowledge base procedures, update troubleshooting guides, and contribute to SOP improvements.
• Ensure accurate documentation of issue details, troubleshooting steps, and outcomes within ITSM tools.
• Assist in user experience improvements and advocate for recurring issue mitigation.
• Validate content updates, UI changes, and operational modifications as requested by technical teams.
• Support continuous service improvements by identifying trends and recommending enhancements.

Benefits

• Equal Employment Opportunity and Affirmative Action employer
• Will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level