Customer Support Escalation Specialists 

We are currently seeking (2) Tier 2/3 Customer Support Escalation Specialists for a 12-month contractual opportunity with our client in Mountain View. CA. The qualified candidates will coordinate engineering investigations to bring quicker issue resolution to support incidents impacting our customers and improve overall customer experience; strategically monitoring incoming escalations, monitoring the progress of escalation call/threads.

Additional Job Responsibilities:

Serve as a technical/consultative resource of CS programs, hands-on troubleshooting of application support issues for company Pay and Health.

Analyze individual escalation issues from Tier 1/2, root cause analysis activities in area of expertise

Set up action plan both individual agent level and team level issues 

Collaborate with contact center operation lead to improve Tier 1 quality accuracy

Provide feedback to Tier 1 and contact center leads/trainers/QA.

Required Skills / Education:

Experience in relevant industry; AS/BS degree will be a plus

Experience in internal and external customer support

Must have contact center experience as a Tier 2/3 who is able to understand Engineer's language and translated into Tier 1 agent's language. 

Strong familiarity with iOS and Android operating systems; comprehensive understanding of how mobile applications function

Aptitude for acquiring skills in technical knowledge and eagerness to learn

Data analysis skills – need advanced level on Excel

Excellent communication skills (both written and verbal)

Strong interpersonal skills and relationship building skills required