Escalation Specialist

New

You must reside and be authorized to work within the United States, open availability between 6:00 AM and 9:15 PM PST, including full availability on weekendsFull-TimeMiddle

Salary not disclosed

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Job Details

Languages: Excellent written and spoken English
Experience: Minimum of 2 years of relevant experience
Required Skills: Customer supportGoogle WorkspaceSlackAsana

Requirements

Minimum of 2 years of relevant experience in a fast-paced, growth-oriented environment.
Excellent written and spoken English with the ability to summarize complex issues.
Experience handling a high volume of escalated customers via phone and email.
Strong interpersonal skills with a resilient and positive mindset.
Proficiency in creative problem-solving, critical thinking, and troubleshooting.
Highly organized with strong attention to detail and ability to follow through on complex issues.
Consistent performer with a desire to grow and exemplifying core values.
Experience and proficiency with Google Suite, Slack, and Asana.
Ability to type 50+ WPM.
Experience working with a BPO or hybrid team.
Open availability between 6:00 AM and 9:15 PM PST, including full availability on weekends.

Responsibilities

Provide inbound and outbound phone and email support for escalated and high-effort customers.
Manage customer objections and offer knowledgeable product support to build loyalty.
Identify opportunities for improved customer experience and facilitate efficient resolutions.
Actively listen to negative customer experiences, build trust, and provide resolutions that improve sentiment.
Initiate, track, and document resolution action items with accuracy and detail.
Use Five9, Intercom, GSuite, and Slack to manage documentation and follow-through.
Attend weekly meetings, training, and coaching sessions.
Serve as a subject matter expert and brand ambassador for company products and services.

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