Job Description

• The Recovery Team delivers world-class management of critical escalations for non-premier customers, quickly solving issues that affect business.
• You’ll earn our customers’ and partners’ trust to positively represent our clients and exceed customer expectations as you coordinate and communicate with them throughout resolution of the issue.
• This team embraces a growth mindset that encourages you to lean in and learn what matters most to our customers and make decisions that put the customer first.

Responsibilities

• Communicate with end-users via phone, email, and/or chat to identify, diagnose, and troubleshoot their needs, as well as set expectations and deliver guidance on resolving the issue.
• Provide customers with frequent, timely updates on case progress and resolution, ensuring a positive customer experience.
• Gauge the severity of incidents by identifying the impact of software or hardware failure on the customer’s business and use appropriate conflict resolution techniques as needed.
• Collaborate with cross-functional teams to ensure timely and accurate issue resolution.
• Manage the incident lifecycle to ensure the case progresses as planned and that all stakeholders are updated regularly.
• Maintain documentation for all cases including queries, process steps, and resolutions consistent with customer commitments, prescribed protocols, and processes.
• Mentor junior specialists as needed or requested by management.