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2 days ago
As a Resolution Strategist, you will be responsible for resolving complex customer issues efficiently and effectively.
You will work closely with stakeholders across the organization to track progress, document updates, and communicate resolutions to ensure customer satisfaction and process improvements.
Key Responsibilities Include:
- Managing escalated incidents from intake to resolution, acting as a single point of contact.
- Facilitating communication between customers, support teams, and other stakeholders (product, engineering, etc.).
- Leading investigations into major incidents, keeping stakeholders informed.
- Building strong working relationships with cross-functional teams to drive efficient collaboration and reduce resolution times.
- Implementing changes to enhance escalation process efficiency.
- Investigating underlying causes of escalated issues and developing permanent solutions.
- Monitoring customer satisfaction, feedback, and trends, reporting on escalation process performance.
- Providing training and support to team members on tools, procedures, and processes.
Requirements:
- 7+ years of experience handling customer escalations or working in customer-facing support roles in fast-paced software/technology environments.
- Effective communication skills to interact with customers and stakeholders (technical and non-technical).
- Experience working with ticketing systems (Zendesk, ServiceNow), dashboard tools (Zendesk Explore, Tableau).
- Ability to analyze issues, develop solutions, and manage multiple tasks.
- Technical understanding of products and services supported.
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