Technical Escalation Specialist

hace 1 semana


Alajuela, Alajuela, Costa Rica Tek Experts A tiempo completo

What We Do

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Tek Experts provides tech services and support to its clients, focusing on delivering specialized and unique solutions.

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We pride ourselves on being problem solvers, engagers, and creative thinkers who are dedicated to helping our customers achieve success.

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We offer agile and relationship-based support that helps large and innovative companies thrive.

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Role Overview

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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.

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The successful candidate will work closely with customers and partners to resolve complex issues, build trust, and exceed customer expectations.

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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.

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Key Responsibilities

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  1. ">
  2. Provide regular updates to customers on case progress and resolution.">
  3. Evaluate the severity of incidents and apply effective conflict resolution techniques.">
  4. Work collaboratively with cross-functional teams to resolve issues promptly and accurately.">
  5. Oversee the incident lifecycle to ensure timely and efficient case progression.">
  6. Document all cases, including queries, process steps, and resolutions.">
  7. Mentor junior specialists as needed.">
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Requirements

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  • ">
  • 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.">
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Essential Requirements

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  • 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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