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Job Description
Duties and Responsibilities:
We are seeking a dynamic and skilled Support Specialist with software testing experience to join our team. This unique position is dual-focused, with 70% dedicated to providing exceptional Tier 2 technical support and 30% to conducting thorough software testing and verification. The ideal candidate will be experienced at troubleshooting complex... technical issues and have a keen eye for detail, ensuring our software products meet the highest standards.
Key Responsibilities:
Tier 2 Support (70%)
1. Problem Resolution Process: Taking a lead role in following the Problem Resolution Process to address and resolve complex problems. You will apply your expertise in troubleshooting to identify the root cause of issues and provide effective solutions. You will be responsible for providing Tier 2 level support for Client digital products.
2. Data Gathering and Synthesis: Gathering data from multiple sources within and outside of Client and synthesizing it into useful information. This will require effective information management and analysis skills to provide accurate and comprehensive support.
3. Cross-functional collaboration: As part of this role, you'll have the chance to work closely with various departments and cross-functional teams to tackle complex customer-facing challenges. Effective communication and strong organizational skills are vital in ensuring seamless collaboration across different areas.
4. Solution Development: Developing solutions and short-term workarounds for complex product issues. You will work closely with Client dealers, customers, internal employees, and external factory partners to provide product support and ensure customer satisfaction.
5. Support Service and Initiative Development: Participating in the research, development, and implementation of a broad range of support services and initiatives. Your role will be crucial in driving customer satisfaction by improving support for channel partners, customers, and company personnel.
6. Assisting in Solution Drafting: Collaborating with product support personnel to draft customer and dealer facing solutions for product support. You will contribute your expertise and insights to ensure that the proposed solutions effectively address customer needs.
7. Knowledge Sharing and Mentorship: Serving as a resource to other Product Support Representatives, Quality Improvement Teams, and other relevant stakeholders. Sharing your knowledge and expertise will contribute to the growth and development of the team, enhancing overall performance and quality of support.
System Testing and Verification (30%)
1. Root Cause Investigation: Strong analytical skills, thrives on breaking down, solving, and conveying complex features/issues to engineers and other disciplines.
2. Test Planning and Execution: Develop and execute manual & automated test cases to verify the functionality, performance, and security of software applications and APIs for web app features.
3. Test Automation: Create, execute, and update automated tests utilizing various scripts and tools
4. Defect Grooming: Report, track, and manage defects discovered in the software.
5. Systems Integration and Verification: Comprehension of customer perspectives to assist completion of high level systems tests to verify customer focused functionality.

To excel in this role, you should possess the following qualifications:
· Strong problem-solving skills and ability to troubleshoot complex issues effectively.
· Proficiency in utilizing diagnostic tools, systems, and software to access and analyze information.
· Excellent data gathering and organization skills, with the ability to synthesize information into useful insights.
· Exceptional communication skills, to effectively interact with field teams, channel partners, customers,

About Kyyba:
Founded in 1998 and headquartered in Farmington Hills, MI, Kyyba has a global presence delivering high-quality resources and top-notch recruiting services, enabling businesses to effectively respond to organizational changes and technological advances.
At Kyyba, the overall well-being of our employees and their families is important to us. We are proud of our work culture which embodies our core values; incorporating value, passion, excellence, empowerment, and happiness, creates a vibrant and productive atmosphere. We empower our employees with the resources, incentives, and flexibility that they need to support a healthy, balanced, and fulfilling career by providing many valuable benefits and a balanced compensation structure combined with career development.
Kyyba is an Equal Opportunity Employer.
Kyyba does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. Minorities / Females / Protected Veterans /Veteran Spouses/ Individuals with Disabilities are encouraged to apply. All employment is decided on the basis of qualifications, merit, and business need.”

Medical, dental, vision
Term life
Voluntary life and disability insurance
Optional Pre-paid legal plan
Optional Identity theft plan
Optional Medical and dependent FSA
Work-visa sponsorship
Opportunity for advancement
Long-term assignment with opportunity for hire by client

• An INC 5000 company for 10 years
• Corp! Michigan Economic Bright Spots
• Crain’s Detroit Business Top Staffing Service Companies in Detroit
• TechServe Alliance Excellence Award- IT and Engineering Staffing & Solutions
• Best of MichBusiness winner in HR Wizards & Partnerships
• Metro Detroit Elite Category: Recruitment, Selection & Orientation for 101 Best & Brightest
• 101 Best & Brightest Companies to Work for in Michigan
Urbandale IA United States


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