Tier 2 Technical Solutions Consultant - remote

Ascent Professional Staffing supports a Nashville-based Fortune 500 company. We’re hiring a Tier 2 Technical Solutions Consultant to provide technical support and training for the company’s Mobility Solutions platform and supporting systems to internal and external users across the U.S. and Canada. The consultant serves as a point of contact for Tier 2 support issues — troubleshooting via phone, email, and video conference, provisioning user access, and guiding users through the platform. This is a long-term client engagement, offered as full-time employment with Ascent.

We are authorized to hire employees in the following states: Arkansas, Indiana, Iowa, Kansas, Missouri, Nebraska, Oklahoma, Tennessee, Texas, and Wisconsin.

Job duties include, but are not limited to:

• Provide excellent customer service to internal and external users across the U.S. and Canada.
• Provide access for internal and external users to the platform and supporting systems.
• Call, email, and join video conference calls with customers to help troubleshoot issues.
• Provide technical support including password resets and browser clearing.
• Provide users with training on basic functionality of the systems.
• Follow established User Management and Incident Management Processes.
• Properly escalate and track unresolved issues, following the established Problem Management Process.
• Follow up with customers, provide feedback, and persist to a satisfactory resolution.
• Ensure proper recording, documentation, and closure of support issues.
• Document and escalate feedback and suggestions using the established process.
• Assist in the development and maintenance of technology-related guides, manuals, instructions, and training documentation.

Requirements:

• 2 years’ experience in the tech support field.
• Excellent verbal and written communication skills.
• Strong analytical, diagnostic, problem-solving, time-management, and organizational skills.
• Proficient in Microsoft Outlook, Excel, PowerPoint, and Word; intermediate to advanced skills.
• Able to work in a fast-paced, deadline-oriented environment.
• Resourceful; able to work effectively with minimal supervision.
• Able to follow issues all the way through resolution.
• Able to collaborate in a team environment to complete required documentation projects.
• Able to gracefully receive feedback.

Applicants must:

• Submit a professional resumé.
• Complete pre-screening interview via Microsoft Teams.
• Attend an interview via Microsoft Teams with the client.

Work Environment:

• Fast-paced, remote (work-from-home) position.
• Able to sit and work at a computer for 8 hours a day / 40 hours a week.
• Must live in one of the states listed above (Ascent is not currently authorized to hire in other states).
• Training for this position is conducted remotely.

This is a full-time W-2 position with Ascent Professional Staffing, supporting a long-term client engagement. Employees receive the following benefits:

• Wellmark Blue Cross Blue Shield health, dental, and vision coverage; Ascent pays half the employee premium.
• Nine paid holidays per year.
• 144 hours of paid time off per year, covering sick, vacation, and personal time.
• 401(k) available after one year of service.
• Weekly paycheck with direct deposit.

*Job offer is contingent upon successful completion of a background check and drug screen.