Senior Support Escalation Specialist
This professional will play a vital role in providing advanced technical assistance, mentoring junior support members, and contributing to the continuous improvement of our support processes. They will possess a proven technical background, exceptional problem-solving skills, and a commitment to delivering outstanding customer service. There may be some travel required for the role.
Responsibilities
- Assist in resolving product or escalated service problems by clarifying the customer's complaint.
- Coordinate with team lead and/or manager to gather important customer feedback.
- Create opportunities for upsells and or cross-sells that can be referred to the Sales Team.
- Provide top-notch services that will delight customers to assist with the continuous improvement of web applications.
- Ensure proper escalation to internal stakeholders when needed.
- Handle support calls or tickets.
- Installing and updating product line applications, integrated 3rd party applications, and operating system and/or database applications.
- Exercise sound professional judgment in investigating technical problems.
- Collects detailed information to categorize requests to establish a method of resolution.
- Documentation of all customer communication through tickets.
Requirements
- Bachelor's degree in Business Administration or relevant, or relevant experience
- 3+ years of experience in a customer support role
- Ability to gather and examine data to assist with support issues and provide action items for others in the organization.
- Proven computer skills and comfortable using online technologies.
- Experience working with novice computer users and patience.
- 1+ year(s) of customer service experience in a technical environment or relevant experience
- Proven problem- solving abilities
- Proven verbal skills and exceptional written skills
- Experience in technical documentation
- Ability to multi-task effectively
- Work well autonomously
What We Offer
- 3 weeks' vacation and 5 personal days
- Comprehensive medical, dental, and vision benefits starting from your first day
- Employee stock ownership and RRSP/401k matching programs
- Lifestyle rewards
- Remote work and more
About Us
Harris Computer is a leading provider of software solutions for the utility, local government, and education industries. Our mission is to provide our customers with software that helps them operate more efficiently and effectively. We are committed to delivering exceptional customer service and support, and we are always looking for talented individuals to join our team.