Our Client Currently looking for User Escalation Specialist

Responsibilities

• Respond to incoming User Escalations from in a timely manner (within agreed service levels) as well as triage, scope, and support to resolution
• Communicate directly with users to solve the most painful problems, via email and phone
• Be accountable for timely and accurate resolution for all User Escalations within agreed service levels
• Directly, or in partnership with other teams, drive fast resolution and demonstrate extreme ownership in solving users issues completely
• Conduct thorough, data-driven root causes analyses of escalations, and work with partner teams to validate findings
• Share findings and insights with leaders through forums and presentations
• Collaborate with partner teams to identify remediations to address root causes of escalations and drive change from a users’ first mentality
• Challenge the status quo, identifying how and where  needs to improve to better serve users
• Help build the team and process from the ground up
• Support training and socialization efforts for process adoption
• Build relationships with partner teams and drive accountability for completion of remediations
• Understand and help influence the relevant product roadmaps that will address the most frequent user escalations

Who you are

We’re looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.

Minimum requirements

• At least 2+ years of experience in a user support (customer facing) role
• Prior experience in troubleshooting and working on short SLA cases / escalations.
• Prior experience working on projects or process improvement initiatives
• Sound judgment and impeccable attention to detail
• Deep sense of customer care and users-first perspective
• Unflappable, exothermic energy under pressure
• Comfort with ambiguity and a proven ability to create order out of chaos by building processes that help the team run better and deliver a better user experience
• Solid stakeholder management skills and an ability to influence others to drive progress
• A sense of urgency and a drive to see issues through to resolution

Preferred Qualifications:

• Experience leading multiple concurrent projects
• Analytical rigor and the ability to use data to inform decisions; comfort with SQL is a plus
• Experience in large / enterprise users is a plus.

• Are you interested in this position?

   

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