Escalation Specialist 1

hace 1 semana


San Pedro, Costa Rica Tek Experts A tiempo completo

Overview:
We’re looking for a customer-oriented Escalation Specialist 1 to support our clients with excellent customer service while managing high-severity issues. You’ll be proactive in communicating with our customers and ensuring a positive support experience at all levels of the support structure. In this role, you’ll act as liaison between end-user customers and our client’s representatives to ensure quality resolutions are achieved.

**A career in tech. Work with the biggest and best names in technology.**

We are looking for teammates who want to be part of the tech movement. People who want to progress their career now and gain experience for tomorrow. We celebrate diversity in every way. In fact, it’s the reason we’ve grown so fast. If you like being part of a global team, are passionate about technology and creative problem solving, and want to leave a mark bigger than yourself, we should talk.

**Responsibilities**:
The Critical Situation Management & Escalation Team (CMET) delivers world-class management of critical situations for premier enterprise customers, quickly solving issues that affect business. You’ll earn our customers’ and partners’ trust to positively represent our clients and exceed customer expectations as you coordinate and communicate with them throughout resolution of the issue. This team embraces a growth mindset that encourages you to lean in and learn what matters most to our customers and make decisions that put the customer first.

**This role will**:

- Provide customers with frequent, timely updates on case progress and resolution, ensuring a positive customer experience.
- Gauge the severity of incidents by identifying the impact of software or hardware failure on the customer’s business and use appropriate conflict resolution techniques as needed.
- Collaborate with cross-functional teams to ensure timely and accurate issue resolution.
- Manage the incident lifecycle to ensure the case progresses as planned and that all stakeholders are updated regularly.
- Maintain documentation for all cases including queries, process steps, and resolutions consistent with customer commitments, prescribed protocols, and processes.

Qualifications:
**CMET is a good fit for you if**:

- You’re familiar with Microsoft products, programs, and services.
- You have customer service experience and a desire to learn new technical skills.
- You have strong negotiation and problem-solving skills.
- You’re good at developing and maintaining positive working relationships.
- You’re an excellent multi-tasker with great organizational skills.
- You’re proficient in both written and oral English.

**In this role**:

- Up to 2 years of experience in customer service, customer support, or technical support preferred.
- Proficiency in both written and spoken English and another language (i.e., Spanish, French, German, Hungarian, Portuguese, Japanese, Russian, or Korean).
- Some higher-level education preferred.



  • San Pedro, Costa Rica Tek Experts A tiempo completo

    Overview: We’re looking for a customer-oriented Escalation Specialist 1 to support our clients with excellent customer service while managing high-severity issues. You’ll be proactive in communicating with our customers and ensuring a positive support experience at all levels of the support structure. In this role, you’ll act as liaison between...


  • San Pedro, Costa Rica SchoolMint A tiempo completo

    SchoolMint is the leading K-12 solution provider for strategic enrollment management, student behavior improvement, and school safety. We offer powerful products that help schools run smarter enrollment management and student behavior management. We are a fast-growing and established EdTech company rooted strongly in our core values: No Jerks, Period; We,...


  • San Pedro, Costa Rica Tek Experts A tiempo completo

    Overview: We’re looking for a customer-oriented Escalation Specialist 2 to support our clients with excellent customer service while managing high-severity issues. You’ll be proactive in communicating with our customers and ensuring a positive support experience at all levels of the support structure. In this role, you’ll act as liaison between...


  • San José, Costa Rica SchoolMint A tiempo completo

    SchoolMint is a parent-school interactions platform helping schools and parents save a lot of money and time by bringing all the manual processes like enrollment, payments, communication and all other interactions to mobile and web. We are looking for a Tech Support Specialist who will provide support to customers in English and Spanish, with a focus on...


  • San José, Costa Rica Schoolmint A tiempo completo

    SchoolMint is a parent-school interactions platform helping schools and parents save a lot of money and time by bringing all the manual processes like enrollment, payments, communication and all other interactions to mobile and web.We are looking for a Tech Support Specialist who will provide support to customers in English and Spanish, with a focus on...


  • San Pedro, Costa Rica ZimVie A tiempo completo

    Welcome to ZimVie, a new, publicly traded global company focused on improving quality of life for our patients. Our company is founded on a legacy of established brands, medical experts and over $1B in annual revenue. We design, manufacture, and distribute a comprehensive portfolio of innovative solutions for implant dentistry, spinal surgery and bone growth...


  • San José, Costa Rica Microsoft A tiempo completo

    With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience.Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also...


  • San José, Costa Rica Smartsheet A tiempo completo

    Smartsheet is looking for a Support Specialist who will be responsible for tackling complex technical issues.. Successful individuals in this role will enjoy troubleshooting, testing, and documenting complicated and often unique technical issues. This position requires a highly motivated individual who can collaborate in an environment that fosters knowledge...


  • San José, Costa Rica Smartsheet A tiempo completo

    Smartsheet is looking for a Support Specialist who will be responsible for tackling complex technical issues..Successful individuals in this role will enjoy troubleshooting, testing, and documenting complicated and often unique technical issues.This position requires a highly motivated individual who can collaborate in an environment that fosters knowledge...


  • San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

    3 year of experience in Reported Abuse, Abuse Prevention OR 2 years of experience in investigations, risk, incident or crisis management. - Demonstrated experience handling escalations. - Demonstrated experience driving root cause investigations. - Demonstrated experience working with cross departmental teams to perform investigations and improve...


  • San José, Costa Rica 1-800-BEST OFFER A tiempo completo

    **My name is Jonathan Pierce, Owner of 1-800 Best Offer in Memphis, TN.** **1-800 Best Offer, GP is one of the Top Real Estate Investment Firms based out of Memphis, TN. We are a family-owned business that focuses on helping homeowners find solutions whether they are going through a foreclosure, can’t sell their property, or just need to sell their house...


  • San José, Costa Rica Schoolmint A tiempo completo

    SchoolMint is the leading K-12 solution provider for strategic enrollment management, student behavior improvement, and school safety.We offer powerful products that help schools run smarter enrollment management and student behavior management.We are a fast-growing and established EdTech company rooted strongly in our core values: No Jerks, Period; We, Not...


  • San José, San José, Costa Rica Tek Experts A tiempo completo

    At Tek Experts, we're looking for a Tech Support Specialist to join our Critical Situation Management & Escalation Team (CMET). This team delivers world-class management of critical situations for premier enterprise customers, quickly solving issues that affect business.This role will involve coordinating and communicating with customers throughout the...


  • San José, Costa Rica 1-800-Best Offer A tiempo completo

    **My name is Jonathan Pierce, Owner of 1-800 Best Offer in Memphis, TN.****1-800 Best Offer, GP is one of the Top Real Estate Investment Firms based out of Memphis, TN.We are a family-owned business that focuses on helping homeowners find solutions whether they are going through a foreclosure, can't sell their property, or just need to sell their house for...

  • Customer Care Specialist

    hace 1 semana


    San José, Costa Rica Kuehne+Nagel A tiempo completo

    You build and promote great relationships with colleagues, design customer experiences that inspire loyalty. You are the most important pillar of our success. You make the difference. - ** Your Role **:As Customer Service Specialist within the CCL, you will be responsible for ensuring operational excellence focus well as serve as provide excellent customer...


  • San José, Costa Rica Amazon Support Services Costa Rica SRL - B20 A tiempo completo

    3+ years of interacting with customers/stake holders experience - Fluent in English language - Strong time management and task prioritization skills The objective of the Offshoring Specialist is to deliver new business growth and maximize revenue by helping launch high potential merchants that deliver competitive selection, pricing, and availability. You...


  • San José, Costa Rica Catalina Marketing A tiempo completo

    **Our Team** Catalina seeks a Digital Ad Operations Specialist to join our dynamic cross functional team. The Digital Ad Operations Specialist reports into the Director of Digital Ad Operations.This role is responsible for making real-time media investment decisions to drive client campaign performance and returns on ad spend. The team manages multi-million...


  • San José, Costa Rica Amazon Support Services Costa Rica SRL - B20 A tiempo completo

    3+ years of interacting with customers/stake holders experience - Fluent in Portuguese - Strong time management and task prioritization skills The objective of the Offshoring Specialist is to deliver new business growth and maximize revenue by helping launch high potential merchants that deliver competitive selection, pricing, and availability. You will...

  • Fintech Analyst

    hace 4 días


    San Pedro, Costa Rica Tek Experts A tiempo completo

    Overview: **A career in tech. Work with the biggest and best names in technology.** We are looking for teammates who want to be part of the tech movement. People who want to progress their career now and gain experience for tomorrow. We celebrate diversity in every way. In fact, it’s the reason we’ve grown so fast. If you like being part of a global...


  • San José, Costa Rica Kuehne+Nagel A tiempo completo

    You build and promote great relationships with colleagues, design customer experiences that inspire loyalty. You are the most important pillar of our success. You make the difference. - ** Your Role **:As Customer Service Specialist within the CCL, you will be responsible for ensuring operational excellence focus as well as serve to provide excellent...