Product Support Engineer — SLA-Driven, Impactful

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

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.