Description
Overview
This associate serves as the primary coordinator for customer escalations requiring heightened visibility and cross-functional engagement. The role manages critical incidents from intake through resolution, ensuring timely communication, stakeholder alignment, issue ownership, and customer advocacy.
Responsibilities
- Manage assigned customer escalations.
- Ensure rapid engagement of appropriate internal departments or teams.
- Track actions, commitments, timelines, and resolution activities.
- Maintain detailed escalation records and case documentation.
- Serve as a central point of coordination between customers and internal teams.
- Facilitate de-escalation and data-gathering calls to customers and follow-up discussions.
Requirements
- 2-5 years in Customer Support, Technical Support, Customer Success, Service Delivery, or Escalation Management, preferably experience in a high volume, high-complexity (call center) environment.
- Experience in communication tools across telephone, email and Video Conferencing (Teams), as well as client, case management and ticketing platforms (CRM, Zendesk, etc.)
- Experience in the IT industry, some understanding of the Cloud and IT provider space
- Familiarity with incident management and customer service methodologies.
- Experience supporting and directly interacting with different customer segments, including but not limited to enterprise, strategic or retail customers.
- Able to work in varying time zones to support the business.
