Critical Issue Resolution Specialist

7 days ago


Remote, India Cornerstone onDemand Full time
About the Role

We are looking for a highly skilled Critical Issue Resolution Specialist to join our Customer Support team. In this role, you will be responsible for handling critical situations that require a high level of attention and expertise. You will work closely with various internal teams to address and resolve complex customer support situations, providing immediate assistance for urgent customer concerns and acting as a bridge between the support team, customer, and various stakeholders.

This is an excellent opportunity to develop your skills and contribute to delivering exceptional customer experiences. If you have a strong background in customer service and a passion for customer advocacy, we encourage you to apply for this challenging and rewarding role.

Responsibilities

The Critical Issue Resolution Specialist will be responsible for managing critical situations from initial contact through resolution, ensuring a high level of customer satisfaction and experience. Additionally, you will act as a point of escalation for support team members when they encounter complex or sensitive customer issues that require a higher level of intervention. You will also collaborate with technical support, product, and engineering teams to coordinate the appropriate resources necessary to resolve escalated problems.

Requirements:
  • Bachelor's degree or equivalent practical experience in a related field.
  • 7+ Years of Experience in customer service, support, or a similar role with a track record of effectively handling escalations.
  • Excellent analytical and problem-solving skills, with the ability to think strategically about customer issues and the overall impact on the business.


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