Senior Customer Escalation Resolution Specialist

11 hours ago

Bengaluru, Karnataka, India beBeeEffective Full time ₹ 1,20,00,000 - ₹ 1,50,00,000
Job Description

We are seeking a highly skilled Escalation Resolution Specialist to join our team. As an Escalation Resolution Specialist, you will be responsible for managing and resolving escalated customer issues in a timely and effective manner.

Key responsibilities include acting as the single point of contact for escalated incidents, conducting impact analysis, and leading investigations for major incidents. You will also be responsible for building strong working relationships with stakeholders across various technical and non-technical teams to ensure efficient collaboration and driving down resolution times.

You will 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. Additionally, you will investigate the 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.

Required Skills and Qualifications
  • 7+ years of experience handling customer escalations or working in a customer-facing support role in fast-paced software/technology environments.
  • Ability to communicate effectively with customers and other stakeholders (both technical and non-technical) and be able to cultivate strong working relationships cross-functionally to drive effective teamwork and communication.
  • Experience working with relevant tooling including ticketing systems such as Zendesk and ServiceNow, and dashboard tools such as Zendesk Explore and Tableau.
  • Ability to identify root causes, analyze issues, and develop solutions.
  • Ability to manage multiple tasks and prioritize work effectively.
  • Be able to technically understand products and services supported.
What We Offer

As an Escalation Resolution Specialist, you will have the opportunity to work in a dynamic and fast-paced environment, where no two days are ever the same. You will be part of a talented team that is passionate about delivering excellent customer experiences.

In this role, you will have the opportunity to develop your skills and expertise in customer escalation management, and contribute to the success of our organization. If you are a motivated and results-driven individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity.

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