Escalations Support Specialist

Location: Remote
Compensation: Salary
Staff Reviewed: Wed, Mar 27, 2024
This job expires in: 12 days

Job Summary

A company is looking for an Escalations Support Specialist.

Key Responsibilities:
  • Triage technical customer ticket escalations from Tier 1, Tier 2, and Tier 3 BPO support teams
  • Proactively identify and escalate gaps in the customer experience
  • Build out knowledge base articles and guides to educate support staff and the public on technical issues

Required Qualifications:
  • Bachelor's degree or equivalent experience in engineering, computer science, or a technical field
  • 3+ years of experience in technical support and escalation management
  • Technical proficiency in Windows and Linux Operating Systems
  • Hands-on experience building PCs and troubleshooting hardware/software issues
  • Proficiency in Jira or similar issue-tracking software

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