Technical Support Specialist

Production Support EngineerThis position can be located in Peoria or Chicago, IL. Required combination of education and experience: High School diploma or equivalent PLUS 4 years of relevant work experience OR Bachelor's degree PLUS 1-3 years of relevant work experience. Required skills for the Production Support Engineer include experience documenting FAQs, knowledge article feedback, process gaps, or training opportunities; ability to research and interpret support information across systems, knowledge repositories, procedures, and internal resources; strong case management skills, including documenting issue details, actions taken, findings, next steps, and resolution guidance; ability to assess priority, monitor SLA expectations, identify aging-case risks, and take timely follow-up action; comfortable using ITSM, CRM, knowledge management, collaboration, and reporting tools; ability to translate recurring support themes into FAQ, knowledge article, training, or process improvement recommendations; clear written and verbal communication skills, including concise, actionable guidance for Tier 1 advisors and internal partners; strong time management skills to balance handups, aging cases, follow-ups, documentation, and competing priorities; collaborative team mindset with the ability to build trust, ask effective questions, share information, and work across groups; customer-focused problem solving, ownership, attention to detail, and follow-through; ability to work independently while knowing when to escalate, seek clarification, or engage additional resources.Preferred skills include experience supporting dealer, customer, or internal business partner inquiries in a queue-based or case-management environment; experience in call center, digital operations, technical support, product support, or case-management environments; experience with Salesforce, ServiceNow, Microsoft Dynamics 365, or similar ITSM/CRM platforms; experience with digital, dealer, customer, product support, or eCommerce applications; experience using Microsoft products such as Teams, SharePoint, Excel, Power BI, Copilot, or similar productivity and reporting tools.Production Support Engineer Overview: The Product Support Specialist supports Tier 1 advisors with escalated customer questions by researching answers beyond existing knowledge articles and coordinating with internal Company resources to move cases toward resolution. The role documents recurring FAQs, monitors SLA progress, and helps drive aging cases to closure while improving support paths and knowledge content.Responsibilities include answering Tier 1 handups by reviewing case details, clarifying the customer question, researching using internal resources, and providing clear next steps; documenting findings, recommended actions, and resolution guidance in the case record; monitoring assigned cases, handups, and queues to support timely follow-up and SLA progress; working aging cases by identifying blockers, engaging the right resources, and communicating status until resolved or escalated; partnering with internal and supplier resources to resolve questions, improve support paths, and share case trends that strengthen documentation, training, and customer experience.**Only those lawfully authorized to work in the designated country associated with the position will be considered.****Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client's business needs and requirements.**