Escalation Analyst: Advanced Troubleshooting Lead

Hill Phoenix, Inc.; City of Moncton; Sur place; CAD 60 000 - 80 000; Plein temps

Résumé du poste

Dover Fueling Solutions (DFS) seeks an Escalation Analyst to bridge Level 1 support with Level 3. You will own high-priority tickets, perform advanced troubleshooting, and ensure SLAs are met.

You will act as primary contact for escalated issues, guiding analysts and customers, and collaborate with cross-functional teams to resolve complex problems while promoting continuous improvement and timely resolutions.

Qualifications

• Minimum 3 years in customer support, client relations or technical help desk
• Deep understanding of the company's product services and/or software application
• Familiarity with Bulloch hardware/software, ticketing platforms, remote support and remote diagnostic tools
• De-escalation and conflict resolution, problem-solving, composure under pressure, communication, analytical, accountability, adaptability

Responsabilités

• Manage Escalations/Ticket Management: Take ownership of high priority and complex tickets, ensuring they are addressed effectively.
• Primary point of contact for escalated issues, providing guidance and support to analysts and/or customers.
• Advance troubleshooting: Diagnose and resolve difficult hardware/software issues passed down from Level 1 support analysts.
• Training and development: Provide guidance and training to support analysts, promoting a culture of continuous improvement, professional growth and to improve resolution time.
• Coordinate Cross-Function Teams: Collaborate with other relevant departments/teams to facilitate swift resolution of escalated issues, ensuring clear communication and alignment across teams.

Connaissances

Customer service

Escalations handling

Communication

Analytical thinking

De-escalation

Team collaboration

Outils

Bulloch hardware

Bulloch software

Ticketing platforms

Remote support tools

Remote diagnostics

Description du poste

Dover Fueling Solutions (DFS) seeks an Escalation Analyst to bridge Level 1 support with Level 3. You will own high-priority tickets, perform advanced troubleshooting, and ensure SLAs are met.

You will act as primary contact for escalated issues, guiding analysts and customers, and collaborate with cross-functional teams to resolve complex problems while promoting continuous improvement and timely resolutions.