KellyOCG · 13 hours ago
Computer Support Specialist
Urbandale, IA
Contract
Onsite
Entry, Mid Level
$32/hr - $32/hr
2+ years expKellyOCG is seeking a skilled Tier II Support Representative to join their team in Urbandale. This role involves providing advanced technical support for digital products and services, resolving complex issues, and collaborating with cross-functional teams to enhance the customer experience.
Consulting
No H1B
Responsibilities
Troubleshoot complex technical issues escalated from Tier 1 support and internal teams
Resolve technical problems related to data flows, integrations, API connectivity, organization management, machine connectivity, and account permissions
Collect and analyze case data to identify root causes, trends, and potential defects
Work with product teams, engineering, enterprise partners, and other groups to triage and resolve high-impact issues
Provide clear, actionable problem definitions to product teams
Participate in support, product resolution, and cross-functional meetings
Develop and improve internal documentation and knowledge articles
Document case notes, root causes, and solutions for internal use and downstream teams
Share knowledge and assist with onboarding less experienced support representatives
Manage cases according to urgency, team workflow, and SLA expectations
Identify recurring issues and opportunities for process improvement
Stay current on new features, product updates, APIs, and system changes
Proactively pursue personal and professional development
Qualification
Required
2+ years of customer support, product support, technical support, engineering support, or IT troubleshooting experience
Strong analytical, problem-solving, and data interpretation skills
Effective communication skills, able to translate technical concepts for a variety of audiences
Ability to collaborate across teams and within structured support processes
Strong organizational and time management skills
Demonstrated adaptability in a fast-paced or evolving technical environment
Preferred
2+ years working in a technical team environment
Experience in a help desk, call center, or multi-tiered support environment
Familiarity with negotiation and escalation processes (e.g., problem resolution, root cause workflows)
Experience with API integrations, data flows, or digital agriculture platforms
Company
KellyOCG
KellyOCG offers businesses with outsourcing and consulting services on workforce management. It is a sub-organization of Kelly Services.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Adelle Harrington
VP KellyOCG EMEA
Chris Jock
VP, Global Managed Solutions - BPO Business Unit Head
Recent News
2025-12-17
Kelly Services, Inc.
2025-10-28
Kelly Services, Inc.
2025-10-15
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