The primary focus of this role is the triage of incoming customer support case escalations from internal stakeholders. The individual will follow the standard operating procedures and playbooks for case escalation triage.  

What you will do in this role:

• Monitor case escalation inbox and provide email acknowledgement response to internal requestors.
• Review case escalation email requests and ensure the required information is provided. If not, request appropriate details.
• Create a case escalation in Salesforce CRM.
• Ensure proper ownership and action is taken on case escalations.
• Perform basic reporting on volume and quality of case escalation requests.

Qualifications:

• Technical aptitude and willingness to learn.
• High organizational skills and attention to detail.
• Experience with customer service management software (Salesforce a plus).
• Customer Service or Technical Support experience.
• Proficient with Microsoft Office applications