Tier 2 Support Specialist

About the Role

As a Project Support Specialist, you will ensure client satisfaction by managing and executing projects for isolved HCM ancillary products—including Benefits, HR, Payroll, Talent Management, and Time solutions. You will act as a trusted resource and project owner, solving complex challenges and helping clients maximize the value of our solutions in an independent, collaborative, customer‑focused environment.

• Manage and fulfill project‑related requests within the isolved HCM system.
• Respond to assigned cases within defined SLAs and maintain detailed case notes.
• Maintain project lists and meet customer deadlines with precision.
• Identify upsell opportunities such as optimization services and additional features.
• Collaborate across teams to deliver a seamless customer experience.
• Schedule and lead client meetings to assist with inquiries or system setup.
• Troubleshoot configuration, user access, and connectivity issues.
• Adapt to multiple communication channels (phone, tickets, chat, email).
• Apply critical thinking to solve complex problems and contradictory information.
• Promote team engagement and recognize peers through our Share & Perform platform.
• Embrace continuous learning and lead with our Support Core Values in every interaction.

• 3‑6 years of experience in a related role.
• 2‑4 years in Customer Service/Support.
• Proficiency in isolved People Cloud or similar HCM systems.
• Proven success in project management and customer‑facing roles.
• Strong presentation, written communication, and interpersonal skills.

Isolved is an employee experience leader, providing intuitive, people‑first Human Capital Management technology. Our solutions are delivered directly or through our partner network to more than five million employees and 145,000 employers, boosting performance, increasing productivity, and accelerating results while reducing risk.

Isolved is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. Isolved is a progressive and open‑minded meritocracy. If you are smart and good at what you do, come as you are.

Mid‑Senior level

Full‑time

Other

Software Development