Escalation Specialist

Competitive
Contract
Dublin
02 May 2019
BBBH724263

Executive Escalations Specialist

Job Description

In this role, you will work with contacts across the organisation to respond to and resolve high-visibility product support issues coming from executives. As an executive escalations team, we receive, triage, and handle issues for any product or team. You will provide prompt response to acknowledge an issue, analyse it to understand the products or teams it involves, and bring those teams up to speed quickly so they can provide a resolution. You will communicate directly with the executive and user to provide resolutions as well as any learnings or outcomes, and you will constantly strive to update processes and identify areas for improvement. In addition, you will also update and maintain our channel landscape which is a repository that showcases our customer support channels across products and regions.

Skill/Experience/Education

Mandatory Executive-level communication skills Customer service experience, preferably with escalations or other sensitive issues Problem solving and ability to navigate ambiguity Strong attention to detail Ability to multi-task, set priorities and work efficiently in a high-paced environment 4-5 years' experience

Morgan McKinley is acting as an Employment Business in relation to this vacancy.

Please note that any references to salary or pay rates in this advertisement and in the salary refinement section are indicative only and should only be used as a guide.

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