Onsite Product Support Engineer (Contract)

Swoon; Chicago (IL); On-site; USD 61,000 - 66,000; Part time

Job summary

Swoon is seeking a Product Support Specialist to assist Tier 1 advisors with escalated customer questions. You will research answers beyond existing articles and coordinate with Client resources to move cases toward resolution.

You will document findings, monitor SLA progress, and help drive aging cases to closure while improving support paths and knowledge content for ongoing customer satisfaction.

Qualifications

• Bachelor’s degree or 4+ years in related support/operations environment.
• Experience supporting dealer, customer, or internal inquiries in queues or cases.
• Proven experience in call center, digital operations, or case-management settings.
• Ability to document FAQs, knowledge articles, gaps, or training needs.
• Research and interpret support information across systems and resources.
• Strong case management and documentation of actions, findings, and next steps.
• Ability to monitor SLA progress and identify aging-case risks.
• Familiarity with ITSM/CRM tools and reporting platforms.
• Translate recurring themes into FAQ or training recommendations.

Responsibilities

• Assist Tier 1 advisors with escalated questions through research and guidance.
• Document findings and resolution steps in case records.
• Monitor cases and queues to support timely follow-up and SLA progress.
• Address aging cases by identifying blockers and coordinating resources.
• Collaborate with internal teams and suppliers to improve support paths and content.

Skills

Customer support

Technical support

Case management

Documentation

Researching answers

Time management

Team collaboration

Troubleshooting

Communication skills

Education

Bachelor’s degree

4+ years experience in related role (in lieu of degree)

Tools

Salesforce

ServiceNow

CRM systems

Microsoft Dynamics 365

Teams

SharePoint

Power BI

Excel

Job description

Swoon is seeking a Product Support Specialist to assist Tier 1 advisors with escalated customer questions. You will research answers beyond existing articles and coordinate with Client resources to move cases toward resolution.

You will document findings, monitor SLA progress, and help drive aging cases to closure while improving support paths and knowledge content for ongoing customer satisfaction.