Job details

Support Escalation Specialist

Support Escalation Specialist

**Internal Applicants Only**

The Support Escalation Specialist works with internal Customer Success and external Benefit Leaders business partners to address issues affecting product use. The Support Escalation Specialist job will report to the Technical Customer Support organization closely partnering with the Tier 2 and Tier 3 Teams.

Responsibilities:

Handles priority requests/issues that come to Support Manager channel from CSMs/ACSMs, Benefit Leaders, HR Leaders, Customer VIPs & Program Partners. This role requires advanced product, internal tool use, and support process expertise. The specialist will be responsible for handling:

Escalations affecting all aspects of the product functionalities including but not limited to:

Application Eligibility
Program Activities, Milestones and Incentives
Tracker Synching, Use and Troubleshooting
Care Guidance Functionality and Use
Marketplace Capabilities, Reward Centre and Store Operations

Qualifications:

Consistently meets/exceeds the responsibilities as outlined in the Tier 1 User Support Specialist Job Description
Takes ownership of resolving customer service issues from start to finish with a “white glove” touch
Represents Castlight to internal and external customers with a high-standard of customer service
Individual needs to have high business acumen when working with internal and external customers
Must be able to demonstrate professional writing capabilities
Responds to customer service requests within established SLA's
Exhibits a high level of knowledge of our applications and their functionalities
Must be able to demonstrate thorough troubleshooting skills
Takes initiative in communicating with leadership proactively, including identifying client trends
Demonstrates collaborative behaviors working with peers, leaders and other colleagues across departments
Willing to work weekends / evenings and occasional overtime
No verbal warnings/ written warnings in last 6 months or 90 days
Receptive to feedback
Always demonstrates a customer centric attitude

Compensation: $20-$25/hr. & bonus eligible (national average, premium markets may vary)

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By apree health

Our mission is to transform lives through better health. To do this, we’ve united the richest data sets with the most advanced primary care model available today, allowing us to provide patients with an exceptional experience and better access to ...

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DEPARTMENTS

Customer Support

SENIORITY LEVEL REQUIREMENT

Mid-Level

TEAM SIZE

501-1000

LOCATION