Escalations Specialist (Philippines Remote)
Escalations Specialist (Philippines Remote)
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1 Vacancy
Job Description
An Escalation Specialist is responsible for handling requests for escalation of Technical Support cases to ensure timely and effective resolution. This role involves collaboration with various teams including front-line support go to market (GTM) teams and customer onboarding to address and resolve issues efficiently. Where appropriate meetings with customers will be arranged to work through their concerns and offer a solution which restores their satisfaction with Turnitin. Case resolutions will be shared with Client Success Managers (CSM) or Account Managers to aid with customer retention.
Key Responsibilities and Outputs
- Handle escalations from internal stakeholders across the business and within the Support organization.
- Adherence to the Escalation processes and best practices for handling escalations to improve customer satisfaction.
- Working efficiently to respond to escalations while delivering best in class customer service.
- Develop knowledge of our products and processes to effectively address escalations.
- Identify opportunities for process improvements in collaboration with Escalation Manager to enhance the
- efficiency of issue resolution.
- Prioritize and address customer escalations.
- Ensure detailed investigations into customers support history is conducted
- Create documentation for common escalations including resolution procedures.
- Develop awareness of high value or strategically important customers across Turnitin.
- Conduct customer outreach and conduct zoom video where needed to address escalated issues.
- Collaborate where appropriate with the wider Technical Support team to expedite resolutions.
- Conduct CSAT review and customer follow-up with negative responses.
- Facilitate effective communication within the team ensuring that information updates and best practices are shared among T1 and T2 where appropriate.
- Monitor extended customer calls by Technical Support Representatives to determine if barge or assistance is
- needed and respond accordingly.
- Actively progress in personal and professional development.
- Inform GTM team of escalation resolutions.
- Report inappropriate escalations to the Escalation Manager.
Work Hours:
9:00 AM 6:00 PM (BST UK Time)
Qualifications :
Essential:
- Experience with successfully handling customer escalations
- Track record of turning around negative customer experiences
- Ability to clearly document processes issues and resolutions.
- In depth knowledge of Turnitins Products
- Interdepartmental collaboration skills
- Track record of achieving personal metrics
- Strong time management skills
- Understand how Turnitins values impact our customers.
- Excellent written and verbal communication skills
- Strong organizational and analytical skills
- Proven experience of working in a high paced
Personal attributes:
- Action-oriented mindset
- Passion for education
- Passion for excellent customer and user experience
- Ability to work in a fast-paced environment manage multiple priorities & projects
- Ability to work independently and perform under pressure
- Broad knowledge of online software and relevant technologies
- Commercial awareness and understanding of the education sector (specifically online/e-assessment)
- Excellent interpersonal skills with an ability to form effective working relationships with both
Additional Information :
Our Mission is to ensure the integrity of global education and meaningfully improve learning outcomes.
Our Values underpin everything we do.
Customer Centric - We realize our mission to ensure integrity and improve learning outcomes by putting educators and learners at the center of everything we do.
Passion for Learning - We seek out teammates that are constantly learning and growing and build a workplace which enables them to do so.
Integrity - We believe integrity is the heartbeat of Turnitin. It shapes our products the way we treat each other and how we work with our customers and vendors.
Action & Ownership - We have a bias toward action and empower teammates to make decisions.
One Team - We strive to break down silos collaborate effectively and celebrate each others successes.
Global Mindset - We respect local cultures and embrace diversity. We think globally and act locally to maximize our impact on education.
Seeing Beyond the Job Ad
At Turnitin we recognize its unrealistic for candidates to fulfill 100% of the criteria in a job ad. We encourage you to apply if you meet the majority of the requirements because we know that skills evolve over time. If youre willing to learn and evolve alongside us join our team!
Turnitin LLC is committed to the policy that all persons have equal access to its programs facilities and employment. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability or status as a protected veteran.
Remote Work :
Yes
Employment Type :
Full-time
Employment Type
Remote
