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Escalations Specialist

2 months ago

Holmdel, New Jersey, United States CentralReach Full time
Job Overview

CentralReach is a leading provider of SaaS software solutions for autism and IDD care, trusted by over 150,000 users. We're seeking a skilled Technical Escalation Specialist to join our team.

Key Responsibilities
  • Collaborate with cross-functional teams to resolve customer technical issues and requests.
  • Document and prioritize cases to ensure timely resolution.
  • Provide context and further documentation to support issue resolution.
  • Communicate case updates and manage expectations with customers.
  • Meet targets for response time, resolution time, and customer satisfaction.
Requirements
  • 2+ years of experience in the ABA space with domain knowledge in Clinical and Practice Management.
  • 1+ year of experience in a B2B SaaS company.
  • Strong analytical and process-oriented mindset.
  • Clear, effective communication skills.
  • Ability to prioritize work and adapt to changing priorities.
  • Strong communication and presentation skills.
  • Ability to work in a fast-paced team environment with a high sense of urgency.
Competencies
  • Ability to diagnose and recreate issues.
  • Strong empathy for customers and ability to act as their voice internally.
  • Ability to build cross-functional relationships.
  • Positive and professional demeanor.
  • Highly organized with superb attention to detail.
  • Proven ability to work in an ever-changing environment.

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