Escalations Support (Billing, Claims) - Shifting Schedule
Core
Primary coordinator for customer escalations requiring heightened visibility and cross-functional engagement, managing critical incidents from intake through resolution.
Role type
Escalation Management Associate
Builds
Resolution of critical customer incidents and maintenance of stakeholder alignment
Domain
IT industry, Cloud services, Customer Support
Deliverable
client delivery
Required skills
Incident management, Cross-functional coordination, Case documentation, Stakeholder alignment, De-escalation techniques, Time zone flexibility
Preferred skills
Experience in high-volume call center environments, Familiarity with CRM and ticketing platforms (Zendesk), Understanding of Cloud and IT provider space
Responsibilities
Manage assigned customer escalations, Ensure rapid engagement of appropriate internal departments, Track actions and timelines, Maintain detailed escalation records, Serve as central point of coordination, Facilitate de-escalation and data-gathering calls
Seniority
Mid-level, hands-on IC
