What are the responsibilities and job description for the Tier 2 Technical Support position at AppleOne?
The Tier 2 Customer Support Specialist will manage application problem resolution and support critical systems. You'll assist with incident management, escalate and resolve customer issues, collaborate with cross-functional teams, and contribute to process improvements and product documentation.
Key Responsibilities :
Document all customer interactions.
Use critical thinking to address undocumented issues.
Create procedural documentation for new or existing products.
Provide escalated support for application outages, latency, or performance issues.
Report bugs to relevant teams (Engineering, Product, etc.).
Analyze customer experience trends and product feedback.
Perform assigned projects and activities to enhance internal / external service.
Serve as the escalation point for institutions needing personalized support.
Validate issues, replicate steps, and coordinate resources for timely resolutions.
Support incident management for major system outages (SOR, SEV1, and maintenance).
Participate in on-call rotation.
Qualifications :
Associate's degree in business, computer-related field, or equivalent experience.
3 years of customer service experience with strong analytical and troubleshooting skills.
Experience in business analysis, software documentation, and process management.
Proficiency with Microsoft Office Suite, Jira, ServiceNow, LMS systems preferred.
Industry knowledge of nursing or allied health is a plus.
Excellent communication, time management, and multitasking skills.
Ability to work independently and manage priorities effectively.
Additional Requirements :
On-call weekend rotation required.
EEO / AA Employer / Vet / Disabled.
The Know Your Rights poster is available here :
The pay transparency policy is available here :
For temporary assignments lasting 13 weeks or longer, the Company is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.
We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.
AppleOne participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.
We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records. For Los Angeles, CA applicants : Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
Additional Skills
none specified)
Salary : $45,800 - $47,800
