Position Summary

The Sr. Escalation Specialist will serve as the Support point of contact working directly with the Software and Marketing teams on product issues and training. They will participate in calls with Software and with Distributors to discuss product concerns.

The individual in this role will manage the tracking of escalation cases, lead internal support calls to manage the escalation tracker, and prioritize cases effectively. Additionally, the Sr. Escalation Specialist will act as a Trainer and Subject Matter Expert for both hardware and software within the Support Team. They will also be responsible for developing training documentation and conducting quality audits on escalation cases to ensure continuous improvement.

Responsibilities:

• Manage escalation tracker and prioritizing cases.
• Lead internal calls to overview and prioritize cases.
• Perform quality audits on Escalation cases.
• Attend software grooming calls and planning sessions as the Support representative.
• Attend calls/meetings with Distributors about product issues.
• Provide technical meter and software support to external customers, distributors, and internal employees.
• Work directly with Software and Marketing teams on product/process issues and training.
• Develop training documentation for the Support team.
• Sever as Subject Matter Expert and Trainer for the Support Team (Hardware and Software).
• Aid and mentor less experienced team members.

Requirements

Education: Associates degree in technical field required. BA/BS Degree in MIS related field preferred.

Experience: 5+ years of relevant experience in technical support or a related field

Skills: Excellent interpersonal, written, and verbal communication skills. Exceptional attention to detail and accuracy. Field support experience, field product repair experience, or field technical support in a technical, MIS, computer, or networking related area.

Location: Tallassee, Alabama

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)