Incident Resolution Specialist

3 days ago

Solapur, Maharashtra, India beBeeResolution Full time ₹ 1,80,00,000 - ₹ 2,40,00,000

Job Description

We are seeking an Incident Resolution Specialist to manage and resolve escalated customer issues.

The ideal candidate will have 7+ years of experience handling customer escalations or working in a customer-facing support role in fast-paced software/technology environments.

Key Responsibilities:

  • Manage the lifecycle of an escalated incident, including acting as a single point of contact, incident intake, and impact analysis.
  • Act as a bridge between customers, support teams, and other stakeholders, requiring technical understanding of the issue and effective communication skills.
  • Lead investigations for major incidents, keeping stakeholders updated as necessary.
  • Build strong working relationships with key stakeholders across technical and non-technical teams to ensure efficient collaboration and drive down resolution times.
  • Follow the escalation process, including ticket assignment, tracking, and communicating the status of escalated cases, while identifying areas for improvement and implementing changes to enhance efficiency.
  • Investigate underlying causes of escalated issues and work towards permanent solutions.
  • Monitor customer satisfaction, feedback, and trends, and report on the performance of the escalation process.
  • Provide training and support to team members on tools used, escalation procedures, and processes.

Required Skills and Qualifications

To be successful in this role, you will need:

  • A deep understanding of customer escalation management processes and procedures.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
  • Strong analytical and problem-solving skills, with the ability to investigate complex issues and develop effective solutions.
  • A proven track record of successfully managing and resolving escalated customer issues.

Benefits

This role offers a competitive salary and benefits package, including:

  • A comprehensive health insurance plan.
  • A retirement savings plan with company match.
  • Generous paid time off and holidays.

Others

We offer a dynamic and supportive work environment, with opportunities for professional growth and development. If you are a motivated and experienced individual looking for a new challenge, we encourage you to apply.

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