Technical Escalation Specialist

2 semanas atrás

São Paulo, São Paulo, Brasil beBeeEscalation Tempo inteiro US$90.000 - US$120.000

About the Job:

We are seeking a Technical Escalation Specialist to manage complex technical issues.

The ideal candidate will have excellent communication and problem-solving skills, as well as experience in managing technical escalations.

Key Responsibilities:

  • Manage support escalation in partnership with engineering, product management, and customers until resolution.
  • Develop a disciplined customer-facing communication process for incidents and escalations by providing timely RCA with the right set of details depending on the audience.
  • Achieve customer satisfaction by ensuring incidents or escalations (and related cases) are well and fully documented with timely execution of action items.
  • Create and execute a data-driven customer recovery plan for every escalation and incident touched.
  • Use business and technical skills to manage customer escalations, coordinate meetings, calls, and deliverables, and interpret trends and patterns for reporting.
  • Use data, metrics, and feedback to make operational and tactical decisions to improve technical escalations management.
  • Coordinate all the necessary resources required to fast track and resolve new incidents and escalations from customers with a clear and detailed plan.

Required Skills and Qualifications:

  • Experience in managing complex technical issues.
  • Excellent communication and problem-solving skills.
  • Ability to work with multiple teams internally and externally.
  • Familiarity with data analysis and interpretation.
  • Strong organizational and time management skills.

Benefits:

This role offers the opportunity to develop and execute technical escalations strategies that drive customer satisfaction and loyalty.

Others:

Please note that this job description is not an exhaustive list of responsibilities. The role may evolve over time, and other tasks may be assigned as needed.

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