• Member of the Tier 2 support team responsible for handling technical escalations and more advanced inquiries • Responsible for supporting client needs through the organization and completion of Help Desk tickets • Responsible for specializing in an area of the core system to act as a subject matter expert for clients, vendors, and peers • Serve as escalation point for the functionality support (FS) jira project • Aid in the research and resolution of Help Desk tickets • Ensure prompt resolution is provided and prompt escalation is completed • Serve as a highly technical resource and mentor to the Client Services Specialists • Collaborate and cross-train with Tier 3 development team • Maintain a solid understanding of the KeyStone product • Document client requests and resolutions through the Help Desk system • Provide in depth demonstrations and training of system functionality as needed • Assist in client preparation for system releases and changes • Performs other duties as assigned.