We are looking for a skilled Tier 2 Help Desk Support Specialist to join our team. This role involves resolving software issues and collaborating with Tier 1 support to ensure the effective resolution of application-related tickets in a call center environment. The ideal candidate will also provide guidance and training to Tier 1 staff to improve first contact resolution.

This position requires working onsite at our Rocket Center facility for at least three days per week, with flexibility for remote work on other days.

Key Responsibilities:Provide Tier 2 support for software-related issues, working closely with Tier 1 to identify and resolve application tickets.Analyze and escalate complex technical problems, ensuring prompt and accurate resolutions.Train and support Tier 1 staff to improve their ability to handle issues at first contact.Author and maintain knowledge documents to assist in training and troubleshooting.Collaborate with other teams to ensure seamless problem resolution and service improvement.
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