Tier 2 Escalation Specialist
New
S
SmartsheetSaaS / Cloud Software
Teleworking options from any registered location in the UKFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 2+ years
- Required Skills
- PythonHTMLCSSJavaJavascriptSalesforceCRMSaaS
Requirements
- 2+ years of support experience, preferably in an escalations capacity and in a SaaS environment.
- Ability to work independently or collaboratively in a fast-paced environment.
- Firm grasp of and comfort using cloud applications.
- General understanding of HTML and CSS.
- Experience with one or more programming languages (Javascript, Python, Ruby, Java, C#, etc.).
- Superior technical troubleshooting skills.
- Experience working with ticketing/CRM tools, Salesforce/Service Cloud experience is a plus.
- Strong written and verbal communication skills with prior customer-facing experience.
- Ability to operate independently in ambiguous situations.
Responsibilities
- Handle escalated cases from the Support team with a high sense of urgency and ownership.
- Support customers via email, chat, and phone.
- Thoroughly understand, reproduce, document, and solve technical issues.
- Identify opportunities for improvement to the Smartsheet application, API, and integrations.
- Work closely with colleagues to research and resolve complex customer-impacting issues.
- Assist in the investigation of service-impacting events and crisis management.
- Help build and maintain technical and process documentation for internal and external customers.
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