Escalation Specialist

4 weeks ago

Atlanta, United States Tek Experts Full time

Overview:

Were looking for a customer-oriented Escalation Specialist (Portuguese & English) to support our clients with excellent customer service while managing high-severity issues. Youll be proactive in communicating with our customers and ensuring a positive support experience at all levels of the support structure. In this role, youll act as liaison between end-user customers and our clients representatives to ensure quality resolutions are achieved.

Driving exceptional outcomes with purpose-built solutions.


Tek Experts is a tech services and support company focused on delivering specialized and unique solutions for clients. Were problem solvers, engagers, and creative thinkers who always strive to help our customers succeed. Our agile, relationship-based support helps the largest, most innovative enterprises thrive. If you crave problem-solving, finding improvement in process, learning, and working within a diverse global team, you're the fit we're looking for. Join our global team of experts and grow your IT career with us.

Responsibilities:

The Critical Situation Management & Escalation Team (CMET) delivers world-class management of critical situations for premier enterprise customers, quickly solving issues that affect business. Youll earn our customers and partners trust to positively represent our clients and exceed customer expectations as you coordinate and communicate with them throughout resolution of the issue. This team embraces a growth mindset that encourages you to lean in and learn what matters most to our customers and make decisions that put the customer first.

This role will:

  • Communicate with end-users via phone, email, and/or chat to identify, diagnose, and troubleshoot their needs, as well as set expectations and deliver guidance on resolving the issue.
  • Provide customers with frequent, timely updates on case progress and resolution, ensuring a positive customer experience.
  • Gauge the severity of incidents by identifying the impact of software or hardware failure on the customers business and use appropriate conflict resolution techniques as needed.
  • Collaborate with cross-functional teams to ensure timely and accurate issue resolution.
  • Manage the incident lifecycle to ensure the case progresses as planned and that all stakeholders are updated regularly.
  • Maintain documentation for all cases including queries, process steps, and resolutions consistent with customer commitments, prescribed protocols, and processes.
  • Mentor junior specialists as needed or requested by management.


Qualifications:

CMET is a good fit for you if:

  • Youre familiar with Microsoft products, programs, and services.
  • You have customer service experience and a desire to learn new technical skills.
  • You have strong negotiation and problem-solving skills.
  • Youre good at developing and maintaining positive working relationships.
  • Youre an excellent multi-tasker with great organizational skills.
  • Youre proficient in both written and oral English.

In this role:

  • 2 years of experience in customer service, customer support, or technical support is required.
  • Proficiency in English and Portuguese languages. At least 85% or B2
  • Some higher-level education is preferred.
  • Certifications relevant to the product are helpful.

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