Global Escalation Support Specialist (Remote)

OP360; United States; Remote; USD 55,000 - 75,000; Full time

Job summary

OP360 is seeking a remote Customer Support Escalation Specialist to provide global escalation support across software and product lines. You will engage tickets with urgency and deliver outstanding customer experience.

Responsibilities include accurate data capture in CRM, sharing insights with leadership and clients, maintaining a partner index, and collaborating with a multinational team while also working autonomously when required, with flexible hours to balance regions.

Qualifications

• Fluent English required.
• Experience in multinational environments preferred.
• 2 years experience in similar workstream.

Responsibilities

• Provide global escalation support across software and product lines.
• Engage all tickets with urgency, delivering excellent customer experience.
• Escalate and deescalate tickets to appropriate support channels.
• Accurately capture data within CRM.
• Share insights and trends back to leadership and client.
• Maintain a partner index updated with key data points.
• Work as part of a global team and autonomously when required.
• Communicate effectively via emails, social media, phone, and video conferences.
• Meet or exceed internal KPIs and response time targets for urgent tickets.

Skills

Fluent English

Attention to detail

Customer experience focus

Empathy

Problem solving

Communication skills

Tools

Salesforce

Microsoft Office

Job description

OP360 is seeking a remote Customer Support Escalation Specialist to provide global escalation support across software and product lines. You will engage tickets with urgency and deliver outstanding customer experience.

Responsibilities include accurate data capture in CRM, sharing insights with leadership and clients, maintaining a partner index, and collaborating with a multinational team while also working autonomously when required, with flexible hours to balance regions.