Product Support Engineer - 750

DSM-H Consulting; Peoria (IL); Hybrid; USD 42,000 - 64,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

DSM-H Consulting invites applicants for a Tier 1 support role focused on handling customer inquiries via queue-based systems and case management. You will review cases, clarify questions, and guide customers toward clear next steps while documenting actions and outcomes.

The role emphasizes timely follow-up and adherence to SLA targets. The position requires 1–3 years in customer or technical support, with a hybrid work environment.

Qualifications

• Bachelor’s degree with 1–3 years of experience in customer support or related field, or 4+ years equivalent experience.
• Experience in queue-based or case-management environments.
• Experience documenting FAQs, knowledge article feedback, and training opportunities.
• Ability to research and interpret support information across systems and internal resources.
• Strong case management skills: documenting issue details, actions taken, findings, next steps, and resolution guidance.

Responsibilities

• Answer Tier 1 handups by reviewing case details, clarifying customer questions, researching 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

Case management

Customer support

Documentation

Research skills

Communication

Time management

Team collaboration

Education

Bachelor’s degree or 4+ years experience

Tools

Salesforce

ServiceNow

Microsoft Dynamics 365

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

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.

Work environment

Hybrid : 1-3 days in office

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

(Required)

• 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.

(Preferred)

• 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

(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 escape, seek clarification, or engage additional resources.