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Escalation Resolution Specialist

2 months ago

Mastic Beach, New York, United States MyCareersFuture Full time

**Job Summary**

MyCareersFuture is seeking a highly skilled Escalation Resolution Specialist to join our team. As an Escalation Resolution Specialist, you will be responsible for handling daily escalation tickets, collaborating with R&D to resolve issues, and providing consultation and assistance to team members.

**Key Responsibilities**

  • Handle daily escalation tickets and work with R&D to resolve issues
  • Collaborate with team members to provide consultation and assistance on their cases
  • Participate in product development meetings and contribute to the development of supportability tools and capabilities
  • Conduct data mining and analysis of product development queries and tickets
  • Develop and submit new support tools for various customer success teams
  • Map fasttrack/support tools and serve as a Product SME for major features
  • Provide supportability updates via internal knowledgebase articles
  • Train internal teams on supportability best practices
  • Consult with other teams, including Product Development, Technical Account Managers, and Managed Services
  • Develop tools and scripts to support escalation resolution

**Requirements**

  • Degree in Computer Science, Network Engineering, or Software Engineering
  • Experience in preparing escalations for R&D review and working with R&D to resolve issues
  • Strong networking knowledge in Internet environments
  • Experience with analyzing Wireshark/TCP-dumps and debugging tools
  • Good knowledge of SQL protocol and databases
  • Solid experience with different operating systems, including Unix, Linux, and Windows
  • Working knowledge of programming languages and scripting languages
  • Ability to prioritize based on facts and problem severity

**Working Conditions**

  • Working location: Suntec City
  • Working hours: Monday - Friday, 8am - 5pm