Escalation Support Specialist

Cash Depot, Ltd.; Green Bay (WI); On-site; USD 42,000 - 64,000; Full time

Job summary

Cash Depot, Ltd. seeks an experienced escalation specialist to manage high-priority service issues from field technicians and customers. You will assess, prioritize, and route incidents to the appropriate resource to ensure timely resolution and minimal downtime.

You will gather key data, perform in-depth troubleshooting with available tools, escalate when needed, create service work orders, and keep customers informed of status until resolution.

Qualifications

• High school diploma or GED is required.
• Three or more years of experience troubleshooting mechanical and/or software issues and documenting work.
• Experience with ticketing, work orders or CRM systems preferred.

Responsibilities

• Serve as the escalation point for high priority and repeat service issues for other members of Technician Support, communicating solutions through phone, email, or other Technician Support personnel in direct contact with field technicians working on supported products.
• Gather and verify key information for each request, including site location, equipment type, error codes and problem description.
• Assess the severity and urgency of each issue and assign priority based on established guidelines and service level agreements.
• Perform deep-dive troubleshooting with available tools and by reviewing problems with Technician Support personnel, historical records, and field technicians to find next-step solutions.
• Escalate issues that exceed established severity, duration, or repeat-visit thresholds, or that require more extensive analysis, to the Technical Support Team Lead and management; perform root cause analysis where able.
• Create service work orders for technicians when on-site service is required or requested by customers.
• Follow up on open requests to confirm resolution and keep customers informed of status.
• Document all customer and technician contacts to ensure coworkers have access to current, relevant information related to work order status and site problems.
• Identify and report service problem trends and recurring issues to management.
• Update and maintain service requests to ensure accuracy of information and proper prioritization of work.
• Attend training sessions as required.
• Other related duties as assigned

Skills

Clear communication

Prioritization under pressure

Troubleshooting

Documentation

Multi-tasking

Team communication

Customer service

Education

High school diploma or GED

Tools

CRM systems

Excel

Job description

Cash Depot, Ltd. seeks an experienced escalation specialist to manage high-priority service issues from field technicians and customers. You will assess, prioritize, and route incidents to the appropriate resource to ensure timely resolution and minimal downtime.

You will gather key data, perform in-depth troubleshooting with available tools, escalate when needed, create service work orders, and keep customers informed of status until resolution.