Full-Time Customer Escalation Specialist

Customer Escalation Specialist is an integral part of the Customer Support Team at YouScience. The team prioritizes empathetic communication for teachers and students to resolve issues quickly.

Responsibilities include:

• Liaison between business units, technology teams, and customer-facing teams.
• Proactive communication and collaboration with customers and YouScience employees to analyze information needs and functional requirements.
• Internal reproduction of customer problems to enable resolution development and testing.
• Recognizing trends to identify product issues impacting many customers.
• Participating in incident and escalation calls to brief customer management and assist in action plan creation.
• Working with product teams to communicate high priorities and escalation points, potentially including coding, testing, or configuration tasks.
• Maintaining a positive and motivated attitude when communicating with customers and colleagues.
• Documenting interactions with customers in CRM system.
• Providing feedback for system improvement and capturing/reporting client feedback and suggestions.
• Prioritizing and organizing development ticket requests with proper documentation.
• Attending ongoing trainings to maintain product knowledge.
• Working in a dynamic environment.
• Expertise with technology to engage with multiple platforms simultaneously.
• Completing multiple projects while paying close attention to detail.
• Working independently while adhering to procedures and processes.
• Team-oriented and willing to help where needed.

Skills Required include:

• Excellent communication, documentation, organizational, and prioritization skills
• High school diploma or equivalent
• Salesforce knowledge is a plus
• JIRA knowledge is a plus
• Experience in Education, SaaS, or technical support is a plus
• Basic coding skills are beneficial

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