***This 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:
- 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:
- 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:
- Answer Tier 1 handups by reviewing case details, clarifying the customer question, researching using internal resources, and providing clear next steps
- Document findings, recommended actions, and resolution guidance in the case record
- Monitor assigned cases, handups, and queues to support timely follow-up and SLA progress
- Work aging cases by identifying blockers, engaging the right resources, and communicating status until resolved or escalated
- Partner 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.**
Rose International has been great to me. I thank everyone there for all of their hard work; it has not gone unnoticed.
Melody, Consultant
My on-boarding with Rose was outstanding. The packets of information, the process, and great attention to detail each person gave me allowed me to get started quickly.I appreciated each person's friendly and helpful attitude.
Diana, Consultant
It is a great pleasure being a part of the Rose International Team.
Toni, Consultant
You are customer service oriented. No matter whether it was the Recruiter or someone in Human Resources/Payroll, you were responsive. That to me is key!
Tonya, Consultant
Working for Rose International was the most pleasant assignment I have ever had. They were always on top of situations when necessary, and very helpful. I was very proud to be an employee of Rose International, and would recommend anyone to try to work with them.
Melvon, Consultant
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