Product Support Engineer: Tier-1 Case Resolver

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

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.