Product Support Engineer #100373

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

Location: Peoria, IL (preferred)- Chicago office (west loop area) okay as well

Workplace type: 100% onsite (M-F, 40 hour work week)-open to relocation candidates but MUST be able to be onsite day 1 of contract (max 2 weeks from offer) and relocation is not covered by Swoon or the client

Type: Contract

Pay: $46.33/hour on w2- excat rate no flex

Length: 12 months

Screenings: no tech, full panel drug and background once hired

IV process: 1-2 rounds

+optional benefits, long term contract with ability to extend or convert to full time

Must haves:

• 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 OR In lieu of a degree, 4+ years of relevant experience in a related support, operations, or application environment.
• 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.

Soft Skills

(Required)

• 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 eliminate, seek clarification, or engage additional resources.

(Preferred)

• Experience with Salesforce, ServiceNow, Microsoft Dynamics 365, or similar ITSM/CRM platforms.
• Experience with client digital, dealer, customer, product support, or eCommerce applications client.
• Experience using Microsoft products such as Teams, SharePoint, Excel, Power BI, Copilot, or similar productivity and reporting tools

Role overview:

The Product Support Specialist supports Tier 1 advisors with escalated customer questions by researching answers beyond existing knowledge articles and coordinating with internal Client resources to move cases toward resolution.

The role documents recurring FAQs, monitors SLA progress, and helps drive aging cases to closure while improving support paths and knowledge content.

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.

Interaction with team:

• 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.

Position’s Contributions to Work Group:

• 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.