Support Specialist III

Support Specialist III

Summary: Serves as a senior escalation point and subject matter expert, managing complex inquiries and driving resolution across departments. Provides leadership through coaching, process improvement, and compliance oversight while ensuring exceptional service delivery and operational efficiency.

Work Hours: Monday to Friday, 9am-6pm

Primary Functions:

1. Resolve advanced escalations from Specialist I & II, exercising sound judgment and decision-making
2. Train, coach, and mentor of new hires and junior specialists
3. Partner with cross-functional teams to identify, escalate, and resolve systemic issues
4. Support testing, implementation, and rollout of new systems, processes, and software
5. Lead root cause analysis and resolution of recurring branch-level issues
6. Provide reporting support and assist with performance tracking and analysis
7. Maintain accurate, well-organized spreadsheets, logs, and operational records
8. Deliver calm, professional, and customer-focused service in all interactions
9. Support new user setup and provide basic technical troubleshooting
10. Ensure confidentiality of sensitive information and adherence to regulatory requirements
11. Perform additional duties as needed to support overall business operations

Qualifications

1. 3+ years of experience in staffing, customer support, or office administration
2. Demonstrated leadership, training, and mentoring capabilities
3. Strong analytical, judgment, and problem-solving skills
4. Advanced proficiency in Microsoft Office and online support tools