•Provide high-quality Tier 2 support to internal users and external B2B customers across the United States and Canada.
•Investigate, diagnose, and resolve escalated issues involving TreadNet, supporting systems, user access, browser behavior, integrations, and functional workflows.
•Support user provisioning and access management in accordance with established user-management controls and procedures.
•Engage customers by phone, email, chat, and video conference to gather details, troubleshoot issues, communicate status, and confirm resolution.
•Provide technical assistance for common issues, including password resets, browser and cache clearing, account access, and basic platform navigation.
•Provide user guidance and basic training on TreadNet and supporting-system functionality.
•Follow established Incident Management, Problem Management, knowledge-management, and escalation processes.
•Document incidents accurately, including issue details, troubleshooting performed, customer communication, root cause where known, and resolution steps.
•Escalate unresolved or high-impact issues to Tier 3, Product, Engineering, Platform, or vendor teams; track progress through closure and keep customers informed.
•Identify recurring incident patterns, customer pain points, and enhancement opportunities; document and route feedback through established processes.
•Contribute to and maintain support guides, knowledge articles, troubleshooting playbooks, user instructions, and training materials.
•Participate in support triage, operational reviews, and continuous-improvement activities to improve service quality, resolution time, and customer experience.
•Maintain awareness of service-level expectations and support team metrics, including response time, resolution time, ticket quality, and backlog aging.
Shift Coverage and Work Schedule
The Tier 2 GCC India support team will provide coverage for the U.S. business day from 6:00 AM Central Time through 8:00 PM Central Time (UTC -6). Coverage will be split between two consultants, with planned overlap to support handoffs, triage, collaboration, and peak customer demand. Candidates must be willing and able to work assigned India-based shifts that align to this U.S. coverage window, including overlap hours as required.
Required Qualifications
•Bachelor's degree in Information Technology, Computer Science, Business, or a related field; equivalent relevant experience may be considered.
•At least 4 years of experience in technical support, application support, service desk, customer support, or a related technology-support role.
•Strong verbal and written communication skills in English, with the ability to engage professionally and confidently with U.S.-based customers and stakeholders.
•Demonstrated ability to troubleshoot issues methodically, ask effective diagnostic questions, and explain solutions clearly to technical and non-technical users.
•Experience managing incidents and escalations through ticketing systems and following issues through to resolution.
•Strong analytical, diagnostic, problem-solving, time-management, and organizational skills.
•Ability to work effectively in a fast-paced, customer-focused, deadline-oriented environment.
•Ability to work independently with minimal supervision while collaborating effectively within a distributed team.
•Proficiency with Microsoft Outlook, Excel, PowerPoint, and Word; ability to create clear support documentation.
•Ability to receive feedback constructively and apply it to improve individual and team performance.
•Willingness to work the assigned shift schedule supporting North American business hours.
