Technical Escalations Specialist
12 hours ago
We are seeking a highly skilled Technical Escalations Specialist to join our team at Jobs for Humanity. As a pivotal member of our engineering team, you will be responsible for investigating and resolving complex technical issues within our SaaS or customer-facing software environments.
This role demands a blend of technical prowess and customer-facing skills, aiming to address and mitigate escalations efficiently. The successful candidate will collaborate closely with their lead to enhance our escalation processes and improve customer satisfaction.
Key Responsibilities:
- Perform detailed investigations of escalated technical issues, employing a range of tools and techniques including scripting, SQL queries, operational configuration adjustments, and creating monitoring solutions.
- Develop and implement effective solutions to complex technical problems, ensuring resolutions meet customer needs and company standards.
- Collaborate with Customer Support, Engineering, and other teams to ensure a coordinated approach to resolving escalations, fostering a culture of teamwork and mutual support.
- Contribute to the refinement of escalation processes and practices, identifying opportunities for improvement and innovation within the team's operations.
- Maintain thorough documentation of investigations, resolutions, and any follow-up actions to ensure a clear record and facilitate knowledge sharing within the team.
Requirements:
- At a minimum, a Bachelor's degree or equivalent education, or equivalent work experience.
- Excellent communication and cross-functional collaboration skills to thrive in a fast-paced environment.
- Strong skills in scripting languages (e.g., Python, JavaScript), SQL, and operational configuration.
- Knowledge of monitoring tools and software debugging techniques.
- Analytical Skills: Excellent problem-solving abilities, with a keen analytical mindset adept at diagnosing and resolving complex technical issues.
- Communication Skills: Strong verbal and written communication skills, capable of effectively articulating technical details to both technical and non-technical stakeholders.
- Adaptability: Ability to adapt to a rapidly changing environment and manage simultaneous projects with varying priorities.
What We Offer:
- Opportunities to innovate in fintech.
- Tools for personal and professional growth.
- Inclusive and diverse work environment.
- Resources to invest in your community.
- Competitive salary and benefits.
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