Escalation Analyst

About Our Client

Our client is on a mission to transform technology and empower communities. As a leading technology services company, it prides itself on developing top-tier talent while providing opportunities for individuals from diverse backgrounds. Its unique approach combines technology with a strong commitment to social responsibility, making it a standout in the industry.

About The Role

Our client is currently seeking an Escalation Analyst to join its remote team. This role is ideal for self-motivated individuals passionate about customer service and looking for a significant career opportunity. As an Escalation Analyst, this individual will play a crucial role in managing and resolving escalated issues while fostering effective communication between departments and fulfilling client needs within the organization's BPS division. Day-to-day tasks will include troubleshooting, issue resolution, and educating both clients and team members.

The role involves working in a structured environment, collaborating with support teams and tackling daily assigned cases. Efforts will be vital for ensuring high-quality service delivery and enhancing customer satisfaction. Teamwork is key; while every answer might not be immediately available, the organization ensures team members know where to find solutions.

Key Responsibilities

• Monitoring and supporting the service desk for major incidents
• Communicating and escalating incidents to appropriate support teams for quick resolution
• Driving Major Incident calls/bridges – managing participants with a focus on restoration actions
• Providing consulting expertise across various support teams via multiple communication channels
• Facilitating problem identification and troubleshooting, advocating for customer success
• Contributing as a flexible resource across different contact channels

Required Qualifications

• 3-5 years of Incident Management / Major Incident Management experience
• Understanding of ITSM practices (Incident, Problem, Change, etc.)
• Proficient in Microsoft Office 365 tools and other collaborative apps
• Excellent verbal and written communication abilities
• Strong understanding of technical processes and data management

Benefits

• 100% Remote Work
• Training & Development
• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Wellness Resources

Note:

“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”