Support Specialist - P TIER 2 - INTERNAL ONLY

What do we do?

ACD Connect is now accepting internal applications for the position of Support Specialist P – Tier 2 supporting our Insurance sector client. This role serves as the primary escalation point for Tier 2 support inquiries and works directly with the client to resolve escalated customer issues while supporting overall team performance and service continuity. Employees interested in being considered for this opportunity should submit their interest/application in accordance with the internal posting process.

Responsibilities

• Schedules may fall within the following operating hours:

• • Monday – Saturday: 8:00 AM – 10:00 PM EST
  • Sunday: 11:00 AM – 8:00 PM EST

• Serve as the primary point of escalation for Tier 2 support tickets, ensuring timely and effective resolution in accordance with established service level agreements (SLAs)
• Partner directly with the client to manage and resolve escalated tickets and calls while maintaining a professional and solutions-oriented approach throughout the escalation lifecycle
• Collaborate actively with fellow Tier 2 team members to share knowledge, standardize resolution approaches, and support overall queue performance
• Assume Tier 1 call handling responsibilities during periods of low Tier 2 ticket volume to maintain service continuity and team responsiveness
• Perform other related duties as assigned by management, as responsibilities may flex across support tiers based on business needs

What does it take?

• USB Headset

• Webcam - All training is 100% on camera
• Laptop or PC (No tablets/Chromebooks/Macs)
• Reliable Broadband internet connection with at least 25 Mbps download capacity and 10 Mbps upload capacity.

How will we support you? 

This position is posted exclusively for internal candidates. The role is a lateral reassignment opportunity for current Support Specialist Tier 1 employees. As the responsibilities of this role supplement and extend from the existing Tier 2 position, no additional compensation adjustment will accompany this reassignment.

Bonus

Employees who successfully complete a 90-day performance review period in the role will be eligible to receive an additional 6 hours of PTO as an incentive. Employees who fulfill the incentive requirements will have the additional PTO hours added to their PTO bank following their 90th-day pay date.

**ACD . is an equal opportunity employer and values diversity. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate based on any status protected under federal, state, or local law.