At First Advantage, people are at the heart of everything we do. We are a leading provider of mission-critical background screening solutions to Fortune 100 and Global 500 brands. This role is a Technical Support Analyst, Tier 2, working remotely in the US, with a dynamic and fast-paced environment.
Requirements
- Works beyond routine tasks, utilizing increasingly specialized knowledge of relevant FA technologies.
- Exercises systematic proficiency in some specialized skills which display depth and breadth within a single application OR several applications/technologies.
- Troubleshoots intermediate to advanced problems and recommends appropriate actions.
- Provides support case/ JIRA follow-up until resolution, ensuring proper escalation procedures are followed for unresolved issues.
- Manages customer expectations and competing priorities.
- Conducts research on customer incidents to help create Knowledge Articles, reusable solutions, and other duties as assigned.
- Uses written communication skills to update case documentation as well as using, modifying, and creating knowledge base articles.
- Escalates issues and works directly with Products/ Engineering to resolve complex support problems.
- Provides courteous, efficient, and professional technical support by phone and email to customers across all verticals.
- Communicate and interact with fulfillment departments regarding issues related to the Verifications, Criminal, OHS, Order Creation, Finance, etc., specific rush order requests, and overall assistance to enhance and improve the rapid resolution of client issues and requests.
- Ensure that all requests and case management workflows are resolved in a timely manner to meet contractual SLAs and client expectations.
- Effectively communicate with clients, management and team members on an as needed basis with issue resolution.
- Uses professional concepts and company policies and procedures to solve a wide range of difficult problems in imaginative and practical ways.
Benefits
- Medical, dental, and vision insurance
- 401(k) plan
- Paid time off
- Tuition reimbursement
- Professional development opportunities
