Top 4955 Escalation Analyst Jobs

Support Analyst I (Remote)
STUDIO ENTERPRISE —Phoenix, AZ
- $20 an hour
- Full-time
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- Computer science
- Computer Science
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Quick Apply
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American Technology Services —Remote
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Fraud Analyst III - Fraud Operations
Lead Bank —Remote
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Ardent —Washington, DC
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Bullhorn, Inc. —Remote
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Clinical Trials Billing and Collections Analyst - Remote
City of Hope —Remote
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Communications Project Analyst (Remote)
Govcio LLC —Remote
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Board Certified Behavioral Analyst (BCBA) - School Based
Flexible Educators —Kent, WA
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5d
Board Certified Behavioral Analyst/BCBA
SpringHealth Behavioral Health and Integrated Care —Charlotte, NC
- Full-time
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Board Certified Behavior Analyst (BCBA)- Center Based
Kadiant —Riverbank, CA
- Up to $110,000 a year
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11d
CLINICAL DIRECTOR - HYBRID (MISSOURI LICENSED)
SpringHealth Behavioral Health and Integrated Care —Columbia, MO
- $80,000 a year
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BOARD CERTIFIED BEHAVIOR ANALYST (BCBA) THERAPIST
The Foundation Schools —Landover, MD
- $75,000 - $85,000 a year
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School Based Board Certified Behavior Analyst
Bellefaire JCB —Shaker Heights, OH
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Sr SC Digital Systems Ops
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Arizona Institute for Autism (AIA) —Scottsdale, AZ
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Applied ABC —Honolulu, HI
- $70 - $90 an hour
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14d
Director, United States
Eurasia Group —Washington, DC
- $180,000 - $200,000 a year
- Full-time
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- Bachelor's degree
- Travel
Quick Apply
10d
Board Certified Behavior Analyst (BCBA) - Center Based
Kadiant —Decatur, GA
- Up to $110,000 a year
- Part-time
- Hybrid work
- Mid-level
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- Paid holidays
Quick Apply
11d

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Support Analyst I (Remote)

STUDIO ENTERPRISE -
Phoenix, AZ

Quick Apply

Job Details

Full-time
$20 an hour

Qualifications

Stakeholder relationship building

Full Job Description

Job Summary:

Responsible for answering inbound calls and other channels of support across all customer channels, representing the originating organization appropriately. Evaluating the customer’s situation and work towards a first call resolution or appropriate escalation towards resolution. The analyst must accurately document actions taken in the customer relationship management software to ensure proper documentation and customer communication. Analysts must demonstrate the ability to service the customer appropriately while understanding the technical aspects involved to resolve customer issues. Success in this role requires customer focus, innovative thinking, positive attitude and a willingness to help others.

Key Job Elements:

Respond to requests for assistance across all channels (phone, email, ticket, chat) in a professional and friendly manner according to the standard operating procedure of the support center
Maintain accurate and timely records in the customer relationship management tool. This includes related logs, files, databases and referencing.
Maintain a high standard of quality in every interaction with internal and external stakeholders
Conduct follow-up as needed while working towards customer resolution
Meets and maintains all relevant KPIs associated with role including quality assurance scores and after call work measurements.
Maintains positive relationship with and between individual users, all user groups, other IT teams and peers within the Support Center.
Uses Support Center equipment such as laptop, peripheral devices, telephony equipment, printer, copiers and fax machines.
Acquires and applies specialized knowledge of the functional area within which job is performed, e.g. classroom, telephony, CRM, operating system, internet browsers, Microsoft and Apple productivity software, student information system, business software, human resource and Support Center specific software. In addition, hardware troubleshooting for desktop computers, laptops, printers, and peripherals
Acquires and applies relevant knowledge of concepts related to broader role function, e.g. ITIL Foundations, customer service, knowledge centered support, documentation and communication.
Acquires awareness of organizational structure and importance of following paths of escalation within Support Center and externally in terms of reporting relationships and job duties of other staff within the Technology Department.
Performs or assists with special projects and other duties as assigned.

Reports to:
Support Center Supervisor/Manager

Interacts with:
Students, Faculty, Staff, other IT Service Desk Staff, IT personnel, clients, partners

Knowledge:

Associate degree or certificate in Computer Science, Information Systems, or related field; Bachelor's preferred.
1-2 years in customer service; experience in support centers a plus.
Familiarity with ITIL Foundations and HDI Support Analyst certification is advantageous.

Skills:

Excellent written, verbal communication, and interpersonal skills.
Strong organizational, prioritization, and problem-solving abilities.
Proficient in Microsoft Office Suite, Teams, and call center tools.

Abilities:

Analyze incidents and recommend solutions effectively.
Work independently and collaboratively with cross-functional teams.
Provide responsive customer support to diverse users (students, faculty, staff).
Occasionally lift up to 25 pounds; up to 50 pounds with assistance.

Quick Apply

Refine Your Search

Escalation Analyst jobs

Support Analyst I (Remote)

Associate Certification Program Systems Analyst

Copy of Associate Cybersecurity Analyst

Support Operations Data Analyst

Fraud Analyst III - Fraud Operations

Security Operations Center Analyst

Product Support Analyst

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Communications Project Analyst (Remote)

Board Certified Behavioral Analyst (BCBA) - School Based

Board Certified Behavioral Analyst/BCBA

Board Certified Behavior Analyst (BCBA)- Center Based

CLINICAL DIRECTOR - HYBRID (MISSOURI LICENSED)

BOARD CERTIFIED BEHAVIOR ANALYST (BCBA) THERAPIST

School Based Board Certified Behavior Analyst

Sr SC Digital Systems Ops

Senior Board Certified Behavior Analyst

Board Certified Behavior Analyst

Director, United States

Board Certified Behavior Analyst (BCBA) - Center Based

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