Client Escalations Specialist

What You'll Do:
As a Level II Escalations Specialist, you will play a crucial role in resolving complex customer issues and ensuring customer satisfaction. You will work closely with our support team to investigate, analyze, and resolve escalated cases while maintaining a strong focus on customer service. Your in-depth knowledge of our products and services, excellent communication skills, and problem-solving abilities will be essential to succeed in this role.
Key Responsibilities:
- Act as the primary point of contact for escalated customer issues.
- Investigate and analyze complex customer cases, identifying root causes and potential solutions.
- Collaborate with Level I support agents to provide guidance, mentorship, and training.
- Document all interactions and resolutions in a clear and concise manner.
- Communicate with customers in a professional and empathetic manner to understand their concerns and provide effective solutions.
- Ensure timely and efficient resolution of escalated cases, meeting or exceeding established service-level agreements.
- Escalate unresolved issues to Level III or management when necessary, providing detailed information for further investigation.
- Stay updated on product and service knowledge to provide accurate information and assistance to customers.
- Participate in team meetings, sharing insights and contributing to the improvement of support processes.
- Assist in the development of support materials, including FAQs, knowledge base articles, and training resources.
Job requirements
Qualifications:
- Previous experience in a customer support role, with a minimum of 3 years in escalations support.
- Excellent communication skills, both written and verbal.
- Strong problem-solving and analytical abilities.
- Proficiency in using customer support software and CRM systems.
- Ability to remain calm and professional under pressure.
- Detail-oriented with strong organizational skills.
- Empathetic and customer-focused mindset.