Tier 2 Customer Support Specialist at Careers Decisionpointcorp, Remote

Tier 2 Customer Support Specialist at Careers Decisionpointcorp, remote. Full-time. Est. up to $80k. Apply with swipeandhired.

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.

Duties & Responsibilities

The Tier 2 Customer Support Specialist will:

• 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.

Qualifications

Clearance Requirement
Must hold an active Secret clearance, supported by a Tier 3 background investigation.

Education (Required)
Bachelor’s degree in Communications, Digital Services, Information Technology, Psychology, or a related field.

Experience (Required)

• Minimum 2 years of experience in customer support, technical support, digital services support, or service desk operations. <span dat