Escalations Specialist

Position Title: Escalation Specialist 

About the role

The Escalations Specialist supports our Brand Platform Advisors and Account Executive team with handling client escalations. This individual responds to client inquiries by reaching out via email, or Google Meets to provide solutions to their concerns. They will analyze a client's needs and coordinate with other service or technical departments to develop and deliver an appropriate solution for each client. They will need to identify escalation trends and provide monthly reporting. This individual will help shape the escalation team by creating departmental processes.We are growing and need an individual to drive our operational readiness for supporting clients. You will have the rare opportunity to be part of our new platform product as it grows. 

As there is client interaction, strong communication skills, and a composed, professional demeanor are required. This role involves working closely with the sales, product, customer support, and senior management teams. This individual will have technical conversations at multiple levels of the organization. You must develop a deep understanding and champion our Brand Platform capabilities to help ensure an excellent SaaS client experience.

How you will make an impact

• Customer service obsession, with willingness to do whatever it takes to satisfy customer needs
• Process obsessed, with the ability to create processes and metrics to determine success
• Effective communicator for cross-functional teams and leadership
• Assists with resolving supervisor-escalated customer inquiries related to account level information
• Supports internal and external customers.
• Tracks and reports data for management action.
• Solves moderately complex problems, time sensitive inquiries, and multi-task in high-volume situations.
• Identifies and escalates issues to appropriate sources.
• Applies detailed knowledge of a wide range of specialized administrative/technical skills; and most of the impact is related to the accuracy of tasks performed.
• Resolve issues through a ticketing system in a timely manner so that customer impact is prevented or minimized
• Collaborate with leaders to communicate issues where communication and feedback is needed for the team

What you will bring to LTK

• 2+ years of escalation support experience
• Advanced knowledge of excel (pivot tables, macros, etc)
• Prior experience 
• Self-motivated with sense of urgency for quality resolution
• Excellent interpersonal and customer service skills
• Ability to build rapport and trust over the email or via Google Meets
• Excellent verbal and written communication skills including excellent grammatical, spelling and proofreading skills
• Excellent attention to detail 
• Superior problem-solving skills and solution-oriented mindset
• Ideal team player attitude and proven ability to work with team members across business functions 
• Ability to work independently
• Change champion enthusiastic about continuous improvement
• Superior organizational capabilities in tracking multiple escalations and ticket issues
• Ability to identify and report on escalation trends and provide weekly reporting 
• Ability to create and present monthly escalation trends to leaderships team
• Comfortable dealing with changing environments and making decisions for the team

Technical / Educational Requirements: 

• College graduate 
• Proficiency with general office software (Excel, Word, Google Docs, Google Apps)

• Confluence, Zendesk, Shortcut, Fullstory experience preferred