Customer Support Specialist: Issue Resolutions

3 days ago

Cebu City, Central Visayas, Philippines beBeeEscalation Full time ₱800,000 - ₱1,200,000

Job Overview:

The Escalation Coordinator will play a pivotal role in our support team, serving as a central point for managing and resolving complex customer issues. This individual will ensure high-priority cases are addressed promptly, driving resolution while enhancing customer satisfaction and maintaining service agreements.

Main Responsibilities:

  1. Issue Resolution:
  • Act as the primary contact for complex customer issues, ensuring they are addressed efficiently and effectively.
  • Monitor and manage the issue resolution process, ensuring timely responses and resolution within agreed service agreements.
  • Communicate issue progress and outcomes to stakeholders, including customers, internal teams, and management.
Customer Advocacy:
  • Advocate for customers by understanding their needs, concerns, and priorities.
  • Provide clear and professional communication to customers throughout the issue resolution process.
  • Ensure customers feel supported and valued during challenging situations.
Collaboration and Coordination:
  • 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.

Requirements:

Qualifications:

  1. 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 industry or supporting network environments is a strong plus.
Technical Skills:
  • Familiarity with networking concepts, including wireless access points, switching, firewalls, and related technologies.
  • Experience with ticketing systems and CRM tools.
Soft Skills:
  • 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.
Other Qualifications:
  • 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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