Escalation Resolution Specialist

5 days ago

Vijayawada, Andhra Pradesh, India beBeeEscalation Full time ₹ 1,20,00,000 - ₹ 2,00,00,000
Escalation Resolution Specialist

This is a pivotal role where you will be responsible for overseeing and resolving escalated customer issues. Your primary objective is to ensure efficient and effective resolutions, collaborating closely with stakeholders across all levels of the organization.

Key Responsibilities:
  • Managing the lifecycle of an escalated incident, including acting as the single point of contact, incident intake, and impact analysis.
  • Serving as a liaison between customers, support teams, and other stakeholders, requiring technical understanding of the issue and effective communication skills.
  • Leading investigations for major incidents and keeping stakeholders updated as necessary.
  • Fostering strong working relationships with stakeholders across various technical and non-technical teams to ensure seamless collaboration and driving down resolution times.
  • Following the escalation process, including ticket assignment, tracking, and communicating the status of escalated cases while identifying areas for improvement in the escalation process.
Requirements:
  • 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 cultivate strong working relationships cross-functionally.
  • Experience working with relevant tooling, including ticketing systems such as Zendesk and ServiceNow, and dashboard tools like Zendesk Explore and Tableau.
  • Ability to identify root causes, analyze issues, and develop solutions.
  • Ability to manage multiple tasks and prioritize work effectively.

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