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Customer Support Escalations Specialist

2 months ago

Orlando, Florida, United States Acorn Stairlifts Full time
Job Summary

We are seeking a highly skilled and experienced Support Escalations Coordinator to join our team at Acorn Stairlifts. As a key member of our customer support team, you will be responsible for resolving complex customer issues and providing exceptional support to our clients.

Key Responsibilities
  • Resolve Complex Issues: Utilize advanced troubleshooting skills to resolve complex customer issues and provide timely resolutions.
  • Escalate and Coordinate: Escalate issues to management and coordinate with internal teams to ensure timely and effective resolution.
  • Communicate Effectively: Provide clear and concise communication to customers, management, and internal teams to ensure seamless issue resolution.
  • Document and Analyze: Document customer interactions and analyze issues to identify trends and areas for improvement.
  • Support Team: Collaborate with the customer support team to provide backup and overflow support as needed.
Requirements
  • Education: Associate's degree or equivalent from a two-year college or technical school, or two to four years of related experience and/or training.
  • Skills: Excellent communication and problem-solving skills, with the ability to work in a fast-paced environment.
  • Experience: Two to four years of experience in a customer support or escalation role, with a strong background in troubleshooting and issue resolution.
Working Environment

The noise level in the work environment is usually moderate. Reasonable accommodations may be made to individuals with disabilities to perform the essential functions.