Senior Support Resolution Specialist
1 week ago
Senior Support Resolution Specialist
About the Role:The Senior Support Resolution Specialist will play a critical role in Staff4Me's support team, acting as a central point for managing and resolving escalated customer issues. This individual will ensure high-priority cases are addressed promptly, driving resolution while improving customer satisfaction and maintaining service-level agreements (SLAs).
Key Responsibilities:- Escalation Management:
- Act as the primary point of contact for escalated customer issues, ensuring they are addressed swiftly and effectively.
- Monitor and manage the escalation process, ensuring timely responses and resolution within agreed SLAs.
- Communicate escalation progress and outcomes to stakeholders, including customers, internal teams, and management.
- Advocate for customers by understanding their needs, concerns, and priorities.
- Provide clear and professional communication to customers throughout the escalation process.
- Ensure customers feel supported and valued during challenging situations.
- Work closely with support teams, field teams, and other departments to resolve complex issues.
- Facilitate cross-departmental collaboration to identify root causes and implement long-term solutions.
- Escalate issues further within the organization when necessary, ensuring appropriate resources are allocated.
- Experience:
- 5+ years of experience in a customer support or technical support role, with at least 2 years in an escalation or team leadership position.
- Experience in the managed service provider (MSP) industry or supporting network environments is a strong plus.
- Familiarity with networking concepts, including wireless access points, switching, firewalls, and related technologies.
- Experience with ticketing systems and CRM tools (e.g., Salesforce, Zendesk).
- Excellent problem-solving and analytical skills.
- Strong verbal and written communication skills, with the ability to simplify complex technical issues.
- Exceptional interpersonal skills, with the ability to manage challenging customer interactions effectively.
- Strong organizational and multitasking abilities.
- A customer-focused mindset with a passion for delivering excellent service.
- Ability to remain calm under pressure and manage multiple escalations simultaneously.
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