Product Escalations Specialist
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Job Location:
Cincinnati, OH - USA
Monthly Salary:
Not Disclosed
Posted on:
2 days ago
Vacancies:
1 Vacancy
Job Summary
Overview
The Opportunity
The Product Escalations Specialist serves as a final escalation point for Customer Success Managers Customer Service and Technical Support and works crossfunctionally with Product Development and Operations to drive timely highquality resolutions for complex customer issues
Responsibilities
You will:
- Serve as thefinal escalation pointfor complex and highimpact cases before involving Product and Development.
- Own theKnown Issues and bug lifecyclefor assigned products from discovery and documentation through prioritization tracking and communication to internal teams.
- Act as abridge between Support and Product/Engineering ensuring clear databacked problem statements and customer impact for bugs and enhancement requests.
- Own endtoend resolution of complex customer issues across multiple ConstructConnect applications (e.g. Insight CC Project Intelligence Bid Management/CCBM notifications/bulletins Takeoff products) including investigation coordination and final communication.
- UseGlean and other AI toolsto accelerate troubleshooting surface prior art build lightweight automations/agents and improve quality and consistency of communications.
- Convert working notes OneNote pages and adhoc documentation intoformal internal knowledge articlesand runbooks that raise the capability of Customer Service and Technical Support.
- Providementoring and informal leadershipfor peers and new hires on troubleshooting approaches tools and best practices helping define and improve team standards.
This position requires an in-depth knowledge of company products and policies; strong problem-solving analytical and documentation skills; and excellent interpersonal communication and customer service skills.
Qualifications
What Youll Be Doing
- Assistteamleadsand frontline teams as anescalation pointfor Customer Service and Technical Support.
- Function as thefinal escalation point for casesbefore involving the Product and Development teams.
- Respond to and initiate contact with customers and internal partners to resolve escalated issues via phone email and other channels as needed.
- Test reproduce and verifypotential bugs in company platforms/software reported by customers or internal teams.
- Log categorize andmonitorexisting bugs providing clear updates to stakeholders andmaintainingaccuratestatus in theappropriate systems.
- Maintain and continuously improveKnown Issues and bug tracking mechanisms(e.g. SharePoint/Teams lists Jira views) to ensure they areaccurate searchable and useful for Support and Product.
- Investigate and resolvemultisystem issues including:
- Login and access problems (SSO browser permissions subscription limits).
- Search and savedsearch behavior filters andresultsconsistency.
- Email notification and bulletin delivery (including SendGrid and related tooling).
- Calendar sync project links from emails and other crosssystem workflows.
- Use andmaintainproficiencyin key tools includingSalesforce Service CloudJira Confluence/SharePoint Microsoft Teams email infrastructure tools (e.g. SendGrid) and AI tools (e.g. Glean).
- Maintain anindepth working knowledgeof company products systems and processes across multiple business lines (e.g. Insight CCPI CCBM bulletins Takeoff/OST/PlanSwift).
- Document complex issues and resolutions in a way that can be converted intointernal and external knowledge base articles following defined standards and templates.
- Provideinformal training and enablementfor Customer Service and Technical Support on new product changes common issues and effective troubleshooting paths.
- Participate inUAT and other testing activitiesas needed tovalidatefixes and new features prior to release.
- This job description in no way implies that the duties listed here are the only ones that team members can be required to perform
What You Bring to the Team
Education & Experience
- Bachelors Degree 3 years in a technical support consulting and/or professional services environmentORAssociates Degree 4 years in a technical support consulting and/or professional services environmentORHS Diploma 5 years in a technical support consulting and/or professional services environment
Technical & Analytical Skills
- Demonstrated ability totroubleshoot complex multisystem issues including browser behavior SSO/login search logic email and notification delivery and integrations.
- Experience working withSaaS admin tools logs and data(e.g. Salesforce Jira SendGrid UI spreadsheets) toidentifypatterns isolate root causes andvalidatefixes.
- Comfort usingAI tools (e.g. Glean)as part of the daily workflow for research drafting communications and building small automations/agents.
- Strong documentation skills with the ability to turn informal notes intoclear structured bug reports PES submissions and knowledge articles.
Communication & Collaboration
- Excellent written and verbal communication skills with the ability to explain complex technical issues in clear customerfriendly language for both internal and external audiences.
- Proventrack recordofcrossfunctional collaborationwith Customer Service Technical Support Product Development Operations and Customer Success.
- Ability todeescalatechallenging situations andmaintaintrust through proactive updates clear expectations and wellreasoned recommendations.
Mindset & Behaviors
- PerpetuallyexhibitstheConstructConnect values with a strong focus on customer outcomes.
- Demonstratedcontinuousimprovementmindset:looksfor opportunities to streamline processes reduce repeat contacts and improve product and support experiences.
- Acts as atrusted subjectmatter expert and mentor willing to share knowledge coach others and help raise the bar for the broader team.
- Comfortable takingownership and accountabilityfor complex issues frominitialreport through to final resolution and documentation.
Physical Demands and Work Environment:
- The physical activities of this position include frequent sitting telephone communication and working on a computer for extended periods. Visual acuity is required to perform activities close to the eyes.
- Team members are expected to maintain a dedicated and ergonomically appropriate remote workspace.
- Team members who live within commuting distance of one of our office locations (Greater Cincinnati/Northern Kentucky or Atlanta Georgia) are expected to work in a hybrid capacity with regular in-office presence every Tuesday and Wednesday each week.
- Team members who live outside of commuting distance will be designated as remote team members. While not required to report to an office regularly remote team members may be expected to travel to a designated office location occasionally for team meetings training or other business needs with reasonable notice.
- All team members must reside and perform their work within the United States.
E-Verify Statement
ConstructConnect utilizes the E-Verify program with every potential new hire. This makes it possible for us to make certain that every employee who works for ConstructConnect is eligible to work in the United States. To learn more about E-Verify you can call 1- or visit their website. E-Verify is a registered trademark of the United States Department of Homeland Security.
Required Experience:
IC
Key Skills
About Company
ConstructConnect provides data and software to help contractors and manufacturers find, bid, and win the right construction jobs. Request a demo today.
