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Escalation Specialist

Chesterfield, MO 63017

Posted: 02/08/2024 Employment Type: Direct Placement Job Category: Infrastructure Technologies Job Number: 16440

Job Description


Adaptive Solutions Group is a premier provider of information technology personnel. We provide a variety of technical professionals available for contract, contract-to-hire, or direct placement positions to companies in and around the Kansas City and St. Louis areas.

We are currently looking for an Escalation Specialist to join our team.


Responsibilities
  • Serve as the point of contact for escalated technical issues and customer complaints, demonstrating a high level of professionalism and empathy.
  • Analyze and troubleshoot complex technical problems, utilizing your in-depth knowledge of our products and services.
  • Collaborate with the frontline support team to gather relevant information and provide guidance on issue resolution.
  • Prioritize and manage multiple escalations simultaneously, ensuring timely and accurate updates to all stakeholders.
  • Communicate effectively with clients, keeping them informed of the progress and resolution of their escalated issues.
  • Document all escalations, including the steps taken and solutions provided in our ticketing system for future reference and knowledge sharing.
  • Identify recurring issues and propose improvements to prevent future escalations, working closely with the technical support and operations teams.
  • Provide feedback and suggestions to enhance our support processes and improve overall customer experience.

Requirements
  • BSCS or equivalent experience PLUS relevant certifications such as CCNA, CompTIA Net+, VCP.
  • Proven experience in a technical support or customer service role within an MSP or IT services environment.
  • Strong knowledge of IT infrastructure, networking, and cloud technologies.
  • Excellent problem-solving skills with the ability to analyze complex issues and provide effective solutions.
  • Exceptional communication skills, both written and verbal, with the ability to convey technical information to non-technical individuals.



Adaptive Solutions Group offers a competitive compensation and benefits package that includes medical, dental, STD/LTD, life insurance coverage, 401k, paid vacation and holidays.

Adaptive Solutions Group is an equal-opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, and veteran or disability status.

Job Requirements

CCNA

Meet Your Recruiter

Shane Jackson

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