Product Support Engineer

Aditi Consulting; Peoria (IL); On-site; USD 70,000 - 72,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401(k) with company match

Paid time off

Bereavement leave

Life and disability insurance

Commuter benefits

Dependent care FSA

Bonuses / recognition

Job summary

Aditi Consulting seeks a proactive Tier 1 Support Specialist in Peoria, IL to review case details, clarify questions, and provide clear next steps. You will research using internal resources and document findings in the case record.

You will monitor queues to meet SLA goals, address aging cases, and collaborate with internal client and supplier resources to drive resolution, documentation improvements, and customer experience.

Qualifications

• Bachelor’s degree with 1–3 years of experience in customer support, technical support, product support, or related field.
• In lieu of a degree, 4+ years of relevant experience in a related support, operations, or application environment.
• Experience in queue-based or case-management environments preferred.
• Strong ability to research and document FAQs, knowledge articles, and process gaps.

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 Client and supplier resources to resolve questions, improve support paths, and share case trends that strengthen documentation, training, and customer experience.

Skills

Customer support

Technical support

Case management

SLA monitoring

Documentation

Research

Education

Bachelor’s degree or 4+ years experience

Tools

Salesforce

ServiceNow

Microsoft Dynamics 365

ITSM/CRM tools

Teams/SharePoint/Excel/Power BI

Job description

• 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 Client and supplier resources to resolve questions, improve support paths, and share case trends that strengthen documentation, training, and customer experience.

Payrate: $51.00 - $52.00/hr.

Typical task breakdown:

• 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 Client and supplier resources to resolve questions, improve support paths, and share case trends that strengthen documentation, training, and customer experience.

Education & Experience Required:

• 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.

Required Technical Skills:

• Experience supporting dealer, customer, or internal business partner inquiries in a queue-based or case-management environment preferred.
• Experience in call centers, 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.
• Experience with client 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

Soft Skills:

• 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.

Pay Transparency:

The typical base pay for this role across the U.S. is: $51.00 - $52.00/hr. Non-exempt positions are eligible for overtime at a rate of 1.5 times the base hourly rate for all hours worked in excess of 40 in a work week, or as required by state or local law. Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education and experience.

Full-time employees are eligible to select from different benefits packages:

• medical
• dental
• vision benefits
• health savings accounts with qualified medical plan enrollment
• 10 paid days off
• 3 days paid bereavement leave
• 401(k) plan participation with employer match
• life and disability insurance
• commuter benefits
• dependent care flexible spending account
• accident insurance
• critical illness insurance
• hospital indemnity insurance
• accommodations and reimbursement for work travel
• discretionary performance or recognition bonus
• Sick leave
• mobile phone reimbursement provided based on state or local law