Tier II Product Specialist

Position Overview

Tier 2 Product Specialists provide general and specialized support across all billers. This includes things like:

• Resolving issues related to data (i.e. invoice and adjustment files)
• Submitting ITRs for integration modifications
• Changes to PDF templates
• Making changes to products
• Anything that requires a deeper dive.

Tier two accepts cases from our tier one team.  The tier two team will help billers with issues that involve aspects of the product that cannot be solved by the user interface. They are responsible for triaging, resolving or escalating cases to the appropriate group.

Support issues that come into Tier 2 are expected to take 45-60 working minutes (or less) to resolve.

Responsibilities

• Take tickets from the tier 2 queue.
• Reach out to software partners and vendors to resolves cases.
• Not afraid to pick up the phone and proactively reach out to clients to assist with issues.
• Work with other teams to determine severity and escalation.

Outcomes

First 30 days 

• Gain a complete understanding of the IC case escalation and processes.
• Gain a complete understanding of the IC internal systems including the Biller Portal, Customer Portal, basic settings in the CRM and Helpdesk.
• Attend training, review all material provided and complete quizzes administered.
• Sit with tier 2 team to shadow them and learn from experience how to handle calls and cases.

First 90 days

• Start triaging and solving tier 2 tickets.
• Works on tickets assigned to them.
• Document all calls in the ticketing system and escalate as needed.
• Check weekly stats on tickets resolved to aim for improvement every week.
• After three months in the job, a minimum of 50 tickets per month should be closed.

First 180 days

• Can triage and solve any Tier 2 ticket.
• No longer “cherry picking” tickets
• After six months in the job, a minimum of 65 tickets per month should be closed.
• Check weekly stats on tickets resolved to aim for improvement every week

First 360 days

• As the employee gains more knowledge and after a year on the job, a minimum of 75 tickets per month should be closed.

Ongoing

• Attend all educational session organized by Training
• Take all quizzes until 100% score is achieved
• Continuous self- training on software partners served under the assigned team color
• Work with various departments and team members to expedite ticket resolution always.
• To report emergencies detected while solving cases (widespread issues impacting all clients)

Base Compensation Range: ($49,000 to $69,000) annually

Base salary is one component of total compensation. Employees may also be eligible for an annual bonus or commission and equity. Some roles may also be eligible for overtime pay.

The above represents the expected base compensation range for this job requisition. Ultimately, in determining your pay, we’ll consider many factors including, but not limited to, skills, experience, qualifications, geographic location, and other job-related factors.