Elevate Customer Experience

7 hours ago


Bikaner, Rajasthan, India beBeeEscalation Full time ₹ 1,75,00,000 - ₹ 2,50,00,000

Job Title: Escalation Specialist

 

We are seeking a highly skilled Escalation Specialist to join our team. This critical role requires effective communication, problem-solving skills, and the ability to work with stakeholders across all levels of the organization.

 

  • Manage the lifecycle of an escalated incident, including acting as the single point of contact, incident intake, impact analysis, and communicating updates to ensure customer satisfaction.
  • Act as a bridge between customers, support teams, and other stakeholders, requiring technical understanding of the issue and effective communication with non-technical stakeholders.
  • Lead investigations for major incidents, keeping stakeholders updated as necessary, and build strong working relationships with key stakeholders to drive efficient collaboration and reduce resolution times.
  • Follow the escalation process, including ticket assignment, tracking, and communicating the status of escalated cases, while identifying areas for improvement in the escalation process 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 to ensure support continues to provide the best internal and customer experience possible for escalated incidents.

 

This position requires:

  • 7+ years of experience handling customer escalations or working in a customer-facing support role in fast-paced software/technology environments.
  • Effective communication skills to interact with customers and other stakeholders (both technical and non-technical).
  • Ability to cultivate strong working relationships cross-functionally to drive effective teamwork and communication.
  • Experience working with relevant tooling, including ticketing systems and dashboard tools.
  • Technical understanding of products and services supported.

 

This is an excellent opportunity for career growth and development in a dynamic environment.



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