Support Specialist II

Summary: The Support Specialist II serves as an experienced support professional responsible for resolving mid-level complexity inquiries from branches, internal staff, and customers. This role acts as a key resource within the support team by mentoring Support Specialist I team members, handling escalated issues, and ensuring consistent service quality. Support Specialist II contributes to operational excellence by performing quality inspections, maintaining compliance records, and assisting with the implementation of new policies and processes. With a strong focus on customer service, confidentiality, and regulatory compliance, this position supports daily helpdesk operations while proactively identifying recurring issues and recommending effective solutions to improve workflows and service delivery.

Primary Functions and Responsibilities

• Resolve moderately complex inquiries and issues from branch locations, internal staff, and customers in a timely and effective manner.
• Provide guidance, mentoring, and day-to-day support to Support Specialist I team members to promote skill development and service consistency.
• Conduct quality reviews and inspections to ensure adherence to established policies, procedures, and regulatory requirements.
• Assist with the implementation, documentation, and communication of new policies, procedures, and operational processes.
• Perform follow-up communications and monitor outstanding or pending items to ensure timely resolution.
• Analyze recurring issues, identify root causes, and recommend process improvements or corrective actions.
• Maintain strict confidentiality of sensitive information and ensure compliance with all applicable laws, regulations, and company standards.
• Serve as a knowledgeable helpdesk resource for employee and customer inquiries, providing accurate information and support.
• Maintain accurate, organized spreadsheets, logs, and records in accordance with company standards.
• Deliver exceptional customer service in a calm, courteous, and professional manner.
• Support new user account setup and provide basic technical troubleshooting assistance.
• Perform additional duties assigned to support the efficient and successful operation of the company.

Qualifications

• Minimum of two (2) years of office, administrative, or staffing-related experience.
• Proven ability to analyze problems, resolve escalated inquiries, and exercise sound judgment.
• Strong written and verbal communication skills with the ability to interact professionally at all levels.
• Experience with background screening processes and compliance tracking is preferred.

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