(1107750) Product Support Engineer

Diversified Services Network

Peoria (IL)

Hybrid

USD 90,000 - 101,000

Full time

5 days ago

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Benefits offered by this job

401(k)

Dental insurance

Vision Insurance

Disability insurance

Employee assistance program

Health insurance

Health savings account

Life insurance

Paid time off

Paid Holidays

Job summary

Diversified Services Network is hiring a Product Support Specialist to assist Tier 1 advisors with escalated customer questions. You will research, document, and coordinate actions to move cases toward resolution, while improving knowledge content and support processes.

You will join a collaborative team and handle aging cases, SLAs, and cross-functional escalations in a hybrid in-office environment in Peoria, IL or Chicago, IL.

Qualifications

Bachelor's degree or 4+ years of related experience in customer/support environments.
Experience documenting FAQs, knowledge articles, and training opportunities.

Responsibilities

Answer Tier 1 handups by reviewing case details and clarifying questions.
Document findings and recommended actions in the case record.
Monitor cases, aging, and SLA progress to ensure timely follow-up.
Identify blockers and coordinate with resources until resolution.
Collaborate with internal and supplier teams to improve support paths and knowledge content.

Skills

Customer-focused problem solving

Strong time management

Collaborative team mindset

Clear written and verbal communication

Ability to research and interpret data

Education

Bachelor's degree or 4+ years in related field (in lieu of degree)

Tools

Salesforce

ServiceNow

Microsoft Dynamics 365

ITSM/CRM platforms

Teams/SharePoint/Excel/Power BI

Job description

Product Support Specialist

Onsite-3 days | Peoria, IL or Chicago, IL

Diversified Services Network, Inc. (DSN) is seeking a full-time Product Support Specialist to join our team in your choice of our Peoria, or Chicago, IL offices. We offer a hybrid work model, full benefits, PTO, 401k, and more! If you're looking to grow your career within an extremely reputable, stable Fortune 100 company - let's talk!

Position Overview

The Product Support Specialist supports Tier 1 advisors with escalated customer questions by researching answers beyond existing knowledge articles and coordinating with internal resources to move cases toward resolution. This role documents recurring FAQs, monitors SLA progress, and helps drive aging cases to closure while improving support paths and knowledge content.

Key Responsibilities

Answer Tier 1 handups by reviewing case details, clarifying the customer question, researching using internal resources, and providing clear next steps.
Document findings, recommended actions, and resolution guidance in the case record.
Monitor assigned cases, handups, and queues to support timely follow-up and SLA progress.
Work aging cases by identifying blockers, engaging the right resources, and communicating status until resolved or escalated.
Partner with internal and supplier resources to resolve questions, improve support paths, and share case trends that strengthen documentation, training, and customer experience.

Team & Work Environment

Works closely with Tier 1 advisors, supplier support teams, business partners, technical teams, knowledge owners, and workstream leads to clarify ownership and improve the handup experience.

Education & Experience

Bachelor's degree with 1–3 years of experience in customer support, technical support, product support, digital operations, contact center operations, application support, or a related field.
In lieu of a degree, 4+ years of relevant experience in a related support, operations, or application environment.

Skills & Qualifications

Experience supporting dealer, customer, or internal business partner inquiries in a queue-based or case-management environment preferred.
Experience in call center, digital operations, technical support, product support, or case-management environments preferred.
Experience documenting FAQs, knowledge article feedback, process gaps, or training opportunities.
Ability to research and interpret support information across systems, knowledge repositories, procedures, and internal resources.
Strong case management skills, including documenting issue details, actions taken, findings, next steps, and resolution guidance.
Ability to assess priority, monitor SLA expectations, identify aging-case risks, and take timely follow-up action.
Comfortable using ITSM, CRM, knowledge management, collaboration, and reporting tools.
Ability to translate recurring support themes into FAQ, knowledge article, training, or process improvement recommendations.
Experience with Salesforce, ServiceNow, Microsoft Dynamics 365, or similar ITSM/CRM platforms preferred.
Experience with digital, dealer, customer, product support, or eCommerce applications preferred.
Experience using Microsoft products such as Teams, SharePoint, Excel, Power BI, Copilot, or similar productivity and reporting tools preferred.
Clear written and verbal communication skills, including concise, actionable guidance for Tier 1 advisors and internal partners.
Strong time management skills to balance handups, aging cases, follow-ups, documentation, and competing priorities.
Collaborative team mindset with the ability to build trust, ask effective questions, share information, and work across groups.
Customer-focused problem solving, ownership, attention to detail, and follow-through.
Ability to work independently while knowing when to elevate, seek clarification, or engage additional resources.