Tier 2 Support Specialist

isolved; Sandy (UT); On-site; USD 60,000 - 80,000; Full time

Job summary

A leading employee experience technology firm is seeking a Project Support Specialist to ensure client satisfaction through managing and executing projects. This role involves handling project requests, troubleshooting, and collaborating with teams to provide exceptional customer service. Ideal candidates will have 3-6 years of relevant experience, strong project management skills, and proficiency in HCM systems. The position offers an opportunity to work in a dynamic environment centered on employee experience.

Qualifications

• 3-6 years of experience in a related role.
• 2-4 years in Customer Service/Support.
• Proficiency in HCM systems.

Responsibilities

• Manage project-related requests within the isolved HCM system.
• Respond to assigned cases within defined SLAs.
• Maintain project lists and meet customer deadlines.
• Identify upsell opportunities.
• Collaborate across teams to deliver customer experience.
• Schedule and lead client meetings.
• Troubleshoot configuration and user access issues.

Skills

Customer service skills

Project management

Critical thinking

Interpersonal skills

Written communication

Presentation skills

Tools

isolved People Cloud

Job description

Project Support Specialist

Are you passionate about delivering exceptional customer experiences and driving project success? As a Project Support Specialist, you'll play a key role in ensuring client satisfaction by managing and executing projects for isolved HCM ancillary products—including Benefits, HR, Payroll, Talent Management, and Time solutions.

What You’ll Do

• Manage and fulfill project-related requests within the isolved HCM system.
• Respond to assigned cases within defined SLAs and maintain detailed case notes.
• Maintain project lists and meet customer deadlines with precision.
• Identify upsell opportunities such as optimization services and additional features.
• Collaborate across teams to deliver a seamless customer experience.
• Schedule and lead client meetings to assist with inquiries or system setup.
• Troubleshoot configuration, user access, and connectivity issues.
• Adapt to multiple communication channels (phone, tickets, chat, email).
• Apply critical thinking to solve complex problems and contradictory information.
• Promote team engagement and recognize peers through our Share & Perform platform.
• Embrace continuous learning and lead with our Support Core Values in every interaction.

Preferred Qualifications

• 3-6 years of experience in a related role
• 2-4 years in Customer Service/Support.
• Proficiency in isolved People Cloud or similar HCM systems.
• Proven success in project management and customer-facing roles.
• Strong presentation, written communication, and interpersonal skills.

About Isolved

isolved is an employee experience leader, providing intuitive, people-first Human Capital Management technology. Our solutions are delivered directly or through our partner network to more than five million employees and 145,000 employers - who use them every day to boost performance, increase productivity, and accelerate results while reducing risk. No matter the industry, we help high-growth organizations employ, enable and empower their workforce by transforming employee experience for a better today and a better tomorrow. For more information, visit www.isolvedhcm.com.

EEO Statement

isolved is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. isolved is a progressive and open-minded meritocracy. If you are smart and good at what you do, come as you are.

Disability Accommodation

Visit www.isolvedhcm.com/careers for more information regarding our incredible culture and focus on our employee experience. Visit www.isolvedeebenefits.com for a comprehensive list of our employee total rewards offerings.

Note: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions outlined above.