Technical Escalation Resolution Specialist
hace 1 mes
Smartsheet seeks an experienced Escalation Analyst to join its Technical Support team, responsible for assessing and monitoring customer escalations. This critical role ensures escalations are routed correctly and cataloged for leadership.
This position focuses on identifying root causes of escalations to provide insights and opportunities for product and process improvements. You will work closely with internal stakeholders from Support and other departments across Smartsheet.
A motivated individual who can operate independently and collaboratively is required. Strong problem-solving skills, research abilities, and a need to seek truth are essential. This role requires technical troubleshooting skills to aid in deconstructing escalation timelines.
You Will:
- Assess and triage incoming escalation requests, providing oversight for escalated Technical Support issues.
- Capture potential system and procedural improvements within escalation processes.
- Identify and report common trends causing customer escalations, providing recommendations for improvement.
- Apply critical thinking in an independent environment while working collaboratively to share expertise.
- Work closely with Tech Leads and Team Managers to share updates and collaborate on program improvements.
- Become a Smartsheet certified expert and experience the full onboarding & training of a Technical Support Specialist.
- Other duties as assigned.
Requirements:
- 3+ years customer or technical support experience, preferably in a SaaS environment.
- Experience working with ticketing / CRM tools, such as Salesforce/Service Cloud, Zendesk, or Jira.
- Experience working with spreadsheet/data visualization tools like Excel, Smartsheet, Google Docs, Tableau, Domo.
- Ability to capture, manipulate, analyze, and draw inferences from large data sets.
- Ability to work independently or collaboratively in a fast-paced environment.
- Possess technical troubleshooting skills to aid in deconstructing escalation timelines.
- Confidence and strong interest in problem solving.
- Willingness to engage on complex matters and demonstrable 'issue ownership.'
- Comfortable working in ambiguous situations with little direction.
Salary Estimate: $80,000 - $110,000 per year, depending on location and experience.
Perks & Benefits:
- Fully paid Health & Life insurance for full-time employees and family members.
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