Full-Time Customer Escalation Specialist

Customer Escalation Specialist is an integral part of the Customer Support Team at YouScience.

Responsibilities:

• Liaison between business units, technology teams, and customer-facing teams.
• Proactively communicate and collaborate with customers and YouScience employees to analyze information needs and functional requirements.
• Internal reproduction of the customer problem to enable development and testing of a resolution.
• Recognize trends to easily identify product issues impacting a higher number of customers.
• Participate in incident and escalation calls to brief customer management on support cases and assist in the creation of action plans.
• Work with product teams to communicate high priorities and escalation points.
• Exhibit a positive and highly motivated attitude when communicating with customers and colleagues.
• Document interactions with customers in CRM system.
• Provide feedback for system improvement + capture and report client feedback and suggestions.
• Prioritize and organize dev ticket requests with proper ticket documentation.
• Attend ongoing trainings to develop and maintain product knowledge.
• Comfortable working in a dynamic environment.
• Expertise with technology; able to engage with multiple platforms simultaneously.
• Proven ability to complete multiple projects simultaneously while paying strict attention to detail.
• Able to work independently while also adhering to defined procedures and processes.
• Team-oriented, willing to help where needed.
• Attention to detail
• Excellent cross-departmental communication skills
• Exceptional documentation, organizational, and prioritization skills

Extra Credit:

• Post-secondary education
• Salesforce knowledge
• JIRA knowledge
• Education industry experience
• SAAS industry or technical support experience
• Basic coding skills
• In-depth understanding of how our products operate

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