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First Advantage · 1 week ago

Technical Support Analyst, Tier 2 (US Remote)

United States

Full-time

Remote

Mid Level

$55K/yr - $75K/yr

First Advantage is a leading provider of mission-critical background screening solutions. They are seeking a Technical Support Analyst, Tier 2 to act as a liaison between departments and clients, ensuring a smooth background checking process by resolving issues and providing technical support.

Human ResourcesRecruitingSkill Assessment

H1B Sponsor Likely

Responsibilities

Provides courteous, efficient, and professional technical support by phone and email to customers across all verticals

Communicate and interact with fulfillment departments regarding issues related to the Verifications, Criminal, OHS, Order Creation, Finance, etc., specific rush order requests, and overall assistance to enhance and improve the rapid resolution of client issues and requests

Ensure that all requests and case management workflows are resolved in a timely manner to meet contractual SLAs and client expectations

Effectively communicate with clients, management and team members on an as needed basis with issue resolution

Uses professional concepts and company policies and procedures to solve a wide range of difficult problems in imaginative and practical ways

Works beyond routine tasks, utilizing increasingly specialized knowledge of relevant FA technologies

Exercises systematic proficiency in some specialized skills which display depth and breadth within a single application OR several applications/technologies

Troubleshoots intermediate to advanced problems and recommends appropriate actions

Provides support case/ JIRA follow-up until resolution, ensuring proper escalation procedures are followed for unresolved issues

Manages customer expectations and competing priorities

Conducts research on customer incidents to help create Knowledge Articles, reusable solutions, and other duties as assigned

Uses written communication skills to update case documentation as well as using, modifying, and creating knowledge base articles

Escalates issues and works directly with Products/ Engineering to resolve complex support problems

Proficiency in applications like, Atlassian (JIRA), Confluence, AWS, SFTP, Integrations, Single Sign-On (SAML), Admin Client, I-9, Workforce Monitoring

Strong experience with MS SQL Server & SQL based application Maintenance and support - Operations (Tier 2 Support) experience in large-scale, distributed systems running 24/7/365

Solid understanding of integration technologies such as APIs (REST, SOAP, XML, JSON, Web Services)

Strong analytical and problem-solving skills, with the ability to troubleshoot complex technical issues efficiently

Excellent communication skills and the ability to work collaboratively with both technical and non-technical teams

Detail-oriented, with strong organizational and multitasking abilities

Proven experience in application or production support, preferably in a role focused on application support

Familiarity with database technologies (SQL, MongoDB)

Basic understanding of HTML debugging and XSLT transformations

Experience with ITIL-based support processes or service management tools (e.g., ServiceNow, Jira)

Qualification

Atlassian (JIRA)MS SQL ServerIntegration technologiesApplication supportAnalytical skillsHTML debuggingITIL processesCommunication skillsDetail-orientedOrganizational skills

Required