Escalations Support (Billing, Claims) Shifting Schedule

Its fun to work in a company where people truly BELIEVE in what theyre doing!

Job Description:

Overview

This associate serves as the primary coordinator for customer escalations requiring heightened visibilityand cross-functional engagement. The role manages critical incidents from intake through resolutionensuring 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 butnot limited to enterprise strategic or retail customers.
• Able to work in varying time zones to support the business.