Escalation Resolution Specialist

13 hours ago

Dublin, Dublin City, Ireland beBeeEscalation Full time €85,000 - €110,000
Job Title: Escalation Resolution Specialist

We are seeking a highly skilled and experienced professional to assume a key role in our organization.

About the Role:

The ideal candidate will have a strong background in customer support, technical expertise, and excellent communication skills. As an Escalation Resolution Specialist, you will be responsible for coordinating efforts to resolve critical customer issues, collaborating with internal teams, and developing strong partnerships.

Key Responsibilities:
  • Coordinate efforts to resolve critical customer issues, major interruptions, and client-impacting events
  • Collaborate with on-call engineers, and monitor online activity data for multiple services to identify disruptions
  • Coordinate and engage with other teams such as Sales, Professional Services, Support, and Engineering to effectively resolve escalated situations
  • Develop strong partnerships internally with Sales, Services, Support, and Engineering
Requirements:
  • Bachelor's or Master's degree in Computer Science, Information Systems, or equivalent field
  • Technical competency in cloud environments, data warehouse architectures and software development methods
  • At least 3 years of experience working as an Escalation Manager in a Support environment with a proven track record of delivering business value and improvement
  • At least 2 years of experience working with Amazon Web Services (AWS), Microsoft Azure (Azure), Google Cloud Platform (GCP), or a private cloud environment

We offer a dynamic and fast-paced work environment, opportunities for professional growth and development, and a competitive compensation package.

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