Technical Escalation Specialist
hace 1 semana
What We Do
">Tek Experts provides tech services and support to its clients, focusing on delivering specialized and unique solutions.
">We pride ourselves on being problem solvers, engagers, and creative thinkers who are dedicated to helping our customers achieve success.
">We offer agile and relationship-based support that helps large and innovative companies thrive.
">Role Overview
">The Technical Escalation Specialist will be part of the Critical Situation Management & Escalation Team (CMET), which is responsible for delivering world-class management of critical situations for premier enterprise customers.
">The successful candidate will work closely with customers and partners to resolve complex issues, build trust, and exceed customer expectations.
">As a member of the CMET team, you will have the opportunity to develop your skills and knowledge, while making decisions that put the customer first.
">Key Responsibilities
">- ">
- Provide regular updates to customers on case progress and resolution.">
- Evaluate the severity of incidents and apply effective conflict resolution techniques.">
- Work collaboratively with cross-functional teams to resolve issues promptly and accurately.">
- Oversee the incident lifecycle to ensure timely and efficient case progression.">
- Document all cases, including queries, process steps, and resolutions.">
- Mentor junior specialists as needed.">
Requirements
">- ">
- Familiarity with Microsoft products, programs, and services.">
- Customer service experience with a willingness to learn new technical skills.">
- Strong negotiation and problem-solving skills.">
- Ability to develop and maintain positive working relationships.">
- Excellent multi-tasking and organizational skills.">
- Proficiency in both written and oral English.">
Essential Requirements
">- ">
- 2 years of experience in customer service, customer support, or technical support.">
- Proficiency in English and Portuguese languages (at least 85% or B2).">
- Some higher-level education is preferred.">
- Certifications relevant to the product are helpful.">
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