PRC Admin

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

This is a remote position.

What will you do?

• Provide global escalation support across different software and product lines.
• Engage all tickets with urgency, with excellent customer experience at heart of all you do.
• Escalate and Deescalate tickets to appropriate support channels.
• o Accurately capture data within CRM.
• Share insights and trends back to leadership & client.
• Maintain a partner index updated with key data points.
• Work as part of global team but also autonomously when required.
• Communicate effectively internally and externally, including emails, social media, phone, and video conferences.
• Meet or exceed internal KPIs and response time targets for urgent tickets, ensuring both timely resolution of customer issues and alignment with organizational objectives.
• Exhibit strong teamwork skills while also demonstrating the ability to work autonomously when required.

Requirements Skills & Qualifications:

• Fluent / Native level of proficiency in English, both written and verbal
• Exceptional attention to detail with the ability to articulate data insights and trends information
• Slightly flexible with working hours to balance different regions
• Familiarity with software and hardware products is a plus. Must be eager to learn new technologies.
• Ability to empathize with the customer, partners and client contacts
• Problem-solving mindset and passionate about delivering excellent customer experience
• Proficient use of Microsoft Office Suite (especially Outlook, Excel and PowerPoint)
• Experience working in multinational and multicultural environments is preferred
• Working knowledge of Salesforce and/or other CRM tools is a plus
• 2 years experience in similar workstream (Administration, ticket support, back office function)