Associate Technical Support I
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Posted on:
1 hour ago
Posted on:
Vacancies:
1 Vacancy
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Job Summary
Job Summary: The Escalation Speciatlist is a customer centric role of the Global Escalation Desk owning the outcome with a rapid intake triage remediation planning and initial response to escalated DX Solutions Support Cases. The EM ensures that customer escalations are addressed within the defined time frames coordinating with internal teams to facilitate swift resolution and maintain customer satisfaction. Key Responsibilities: Monitor and manage the escalation queue to ensure timely intake and triage of escalated cases. Respond to/Acknowledge to Support Case escalations within 30 minutes of receipt. Notify internal stakeholders and coordinate actions to expedite case resolution. Engage appropriate teams for out-of-scope escalations and provide assistance to customers. Hand-off escalated cases to Support management following Escalations protocols. Follow-up up escalated Support cases to ensure active engagement from Support. Escalate to upper level if Support is not engaged after three attempts and manage the case to resolution. Critical outage Communication Management that would need active participation and responsible communication sent to appropriate stakeholders.
