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Problem Resolution Specialist
2 weeks ago
Job Title: Problem Resolution Specialist
We are seeking a highly skilled Problem Resolution Specialist with prior experience in EdTech escalation handling to join our team. As the final point of contact for unresolved learner and client complaints, you will be responsible for analyzing root causes of issues and implementing preventive measures.
Key Responsibilities:
- Analyze complex issues and develop effective solutions.
- Collaborate closely with sales, delivery, tech, and support teams to ensure fast resolution.
- Maintain accurate records of escalation metrics and generate reports for leadership.
- Develop and maintain a knowledge base of common issues and best practices.
- Monitor SLAs and ensure adherence to resolution timelines.
- Handle high-pressure situations with empathy, clarity, and professionalism.
- Improve internal SOPs to minimize future escalations.