Tier 2 Support Specialist

About the Role

The Tier 2 Support Specialist at Cincy Connect Services focuses on improving customer resolution while supporting outsourced customer support across phone, email, chat, social channels, help desk, technical support, quality, and service operations. This role emphasizes specialized execution within tier 2 support, ensuring clear ownership, evidence, and next actions are documented.

Success is measured by fewer avoidable corrections, timely follow-through, and records that make the next action obvious.

Responsibilities

• Coordinate the Tier 2 Support workflow by documenting team commitments and next actions.
• Review and escalate complex cases with sufficient context for the next owner.
• Maintain workflow by handling assigned customer or client requests.
• Track workflow by reviewing available case history before responding.
• Own routine issue resolution within approved authority.

Working Strengths

• Use follow-up and queue management confidently in tier 2 support execution.
• Apply knowledge base tools while tracking exceptions, owners, and deadlines.
• Document multichannel support decisions clearly for team reference.
• Exercise sound judgment in help desk operations, especially during escalations.

Employment Overview

Full-time, associate-level position. 100% remote within the United States.

Pay

Base salary: $40,000–$60,000 per year.