Impress employers and recruiters.
Choose from hundreds of resume examples.

Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

This role acts as a liaison between internal departments and clients, ensuring a smooth background checking process by preventing and resolving issues. The dynamic nature of the role involves answering product questions, identifying bugs, implementing technical solutions, and escalating complex problems to engineering teams. The team resolves over 90% of support requests internally.

Responsibilities

• Act as a liaison between departments and clients to ensure a smooth background checking process.
• Prevent problems from arising and resolve them when they occur.
• Answer product questions.
• Identify bugs.
• Implement technical solutions.
• Escalate work to engineering teams.
• Provide courteous, efficient, and professional technical support by phone and email.
• Communicate and interact with fulfillment departments regarding issues related to Verifications, Criminal, OHS, Order Creation, Finance, etc.
• Handle specific rush order requests and provide overall assistance to enhance and improve the rapid resolution of client issues and requests.
• Ensure all requests and case management workflows are resolved in a timely manner to meet contractual SLAs and client expectations.
• Effectively communicate with clients, management, and team members on an as-needed basis with issue resolution.
• Use professional concepts and company policies and procedures to solve a wide range of difficult problems in imaginative and practical ways.
• Conduct research on customer incidents to help create Knowledge Articles and reusable solutions.
• Update case documentation.
• Use, modify, and create knowledge base articles.
• Escalate issues and work directly with Products/Engineering to resolve complex support problems.
• Follow up on support cases/JIRA until resolution, ensuring proper escalation procedures are followed for unresolved issues.
• Manage customer expectations and competing priorities.

Requirements

• Works beyond routine tasks, utilizing increasingly specialized knowledge of relevant FA technologies.
• Exercises systematic proficiency in some specialized skills which display depth and breadth within a single application OR several applications/technologies.
• Troubleshoots intermediate to advanced problems and recommends appropriate actions.
• Proven experience in application or production support, preferably in a role focused on application support.
• Familiarity with database technologies (SQL, MongoDB).
• Basic understanding of HTML debugging and XSLT transformations.
• Experience with ITIL-based support processes or service management tools (e.g., ServiceNow, Jira).

Skills

• Integrations
• Atlassian (JIRA)
• Confluence
• AWS
• SFTP
• Single Sign-On (SAML)
• Admin Client
• I-9
• Workforce Monitoring
• MS SQL Server
• SQL based application maintenance and support
• APIs (REST, SOAP, XML, JSON, Web Services)
• Analytical skills
• Problem-solving skills
• Communication skills
• Organizational abilities
• Multitasking abilities
• HTML debugging
• XSLT transformations
• ITIL-based support processes
• ServiceNow
• Jira

Location

• Remote
• North American core hours

Work Type

• Remote
• Full-time

Experience Level

• Tier 2 Support
• Maintenance and support - Operations (Tier 2 Support) experience in large-scale, distributed systems running 24/7/365
• Proven experience in application or production support

Education Level

• Associate or Bachelor's degree, ideally in Computer Science or Technology field.

Salary/Compensations

• $80,000.00 - $95,000.00 CAD per annum

Benefits

• Extended Health benefits including medical, prescription drugs, dental, vision, critical illness, accident (AD&D), and Employee Assistance Program (EAP)
• Life insurance, long-term disability, spousal and child life insurance, and living benefits
• Retirement savings plan (RRSP)
• Competitive and flexible Paid Time Off (PTO), with additional company-provided days beyond statutory requirements
• Professional development opportunities, such as our award-winning SOAR program
• Volunteer Time Off (VTO) Policy to encourage involvement in philanthropic activities
• Global Employee Assistance Program (EAP) available to all team members
• Opportunities to connect with colleagues across six Employee Impact Groups and participate in Employee Experience events throughout the year

About the Company

• First Advantage (Nasdaq: FA) is a leading provider of global software and data in the HR technology industry.
• Enabled by proprietary technology and AI, First Advantage’s platforms, data, and APIs power comprehensive employment background screening, identity solutions, and verification services.
• Headquartered in Atlanta, GA, we have an internationally distributed workforce of about 10,000 employees spanning 17 countries.
• With a strong emphasis on innovation, automation, and customer success, First Advantage empowers 80,000 organizations to modernize their hiring and onboarding processes on a global scale.
• At First Advantage, team members are united around a noble purpose: helping organizations to safeguard their workplaces and manage risk.
• The company’s culture is shaped by its core values: Authenticity, Curiosity, Integrity, Teamwork, Customer-Inspired empowering team members to bring their best ideas forward, collaborate across departments, and make a real impact.
• First Advantage is an equal opportunity employer.
• We are committed to providing a workplace and recruitment process that is free from unlawful discrimination, harassment, and retaliation.
• Employment decisions at First Advantage are based solely on qualifications, merit, and business needs.
• First Advantage delivers fast, reliable screening and ongoing monitoring at every stage of the employee lifecycle.
• As an award-winning global leader in identity and workforce solutions, First Advantage delivers fast, reliable screening and ongoing monitoring at every stage of the employee lifecycle.

Equal Opportunity

• We do not discriminate in any aspect of employment on the basis of race, color, national origin, ancestry, citizenship, religion, creed, sex, gender identity, gender expression, sexual orientation, marital or family status, pregnancy, age, physical or mental disability, medical condition, genetic information, veteran or military status, or any other characteristic protected by applicable law.