Senior Production Support Specialist

Job Summary

Passionate about customer service and technology, the full-time Senior Production Support Specialist will manage customer and agent challenges with service tools, serve as a subject matter expert for specific products, and monitor production signals to proactively address issues, all while working remotely.

Key responsibilities

• Utilize extensive experience to independently resolve customer and agent challenges with service tools and escalate issues as necessary
• Act as the subject matter expert for SquareTrade products and manage the Missing Warranty Process and system concerns
• Monitor production signals to detect issues early, triage and document problems with clear impact statements, and manage escalations through resolution

Required qualifications

• Multiple years of experience with SquareTrade's global systems and service processes or equivalent in a comparable production support environment
• Excellent communication skills, with the ability to write clear impact statements for both business and technical audiences
• Demonstrated ability to lead initiatives with minimal oversight and a customer-centric mindset
• Data acumen, comfortable using data to quantify impact and prioritize issues
• Flexibility to provide rotational regional coverage as a global team player