Technical Escalation Specialist

3 hours ago


Holmdel, New Jersey, United States CentralReach Full time

h3JobDescription/h3pAtCentralReach,we'relookingforaskilledTechnicalEscalationSpecialisttojoinourteam.AsakeymemberofourProductorganization,you'llberesponsibleforcaseescalationsfromourCustomer-facingteams.Yourstronginter-departmentalskillswillensurethatthefeaturesbeingadvocatedforaretherightonesforourcustomers./ppWeofferahybridworkculture,withthreedaysperweekon-siteateitherourFortLauderdale,FLorHolmdel,NJoffices.Thispositionrequiresstronganalyticalandprocess-orientedmindset,aswellasexcellentcommunicationandpresentationskills./ppbKeyResponsibilities:/b/pulliTriangulatebetweenCustomerSuccess,Sales,SupportandProductregardingcustomertechnicalissuesandrequests/liliReplicateanddocumentcasesinanactionableandsuccinctmanner/liliAssistinassigningprioritizationfortechnicalissues,requests,andbugs/liliCasegrooming:Providecontextandfurtherdocumentationaroundsupportissues/liliServeasaresourceforSupportMemberstoengagewithCustomersandprovidecontextaroundproductcases(defectsandfeaturerequests)/liliProactivewithcommunicatingcaseupdatesandmanageexpectationsarounddelivery/liliMeettargetssetforresponsetime,resolutiontime,andcustomersatisfaction./li/ulpbRequirements:/b/pulli2+yearsintheABAspacewithdomainaroundClinicalandPracticeManagement/lili1+yearsexperienceinaB2BSaaScompany/liliAnalyticalandprocess-orientedmindset/liliClear,effectiveandcommunicationskills/liliAbilitytoprioritizeworkandshiftprioritiesasneededtomeetdeadlines/liliStrongcommunicationandpresentationskills/liliAbilitytoworkinfast-paced,teamenvironmentwithahighsenseofurgency/liliExcellentorganizationalskills/li/ulpbCompetencies:/b/pulliAbilitytodiagnose,recreateanissue/liliStrongempathyforcustomers,comfortableactingasthecustomer'svoiceinternallytosupportandotherdepartments/liliAbilitytobuildcross-functionalrelationships/liliPositiveandprofessionaldemeanor/liliHighlyorganizedwithsuperbattentiontodetail/liliProvenabilitytoworkinanever-changingenvironment/liliAbilitytocommunicateclearlyandconcisely,verballyandinwriting/liliExercisesoundjudgmentandworksuccessfullywithallemployeelevels,regardlessofbackground/liliCollaborationandteam-orientedmindset/liliBecomfortableworkinginadistributed,semi-virtualenvironment/liliBeabletotakeminimaldirectionfromothersandprovidemaximaloutputforyourself(andothers)/li/ul



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