Customer support (escalation specialist)

Job Description

Key Responsibilities Handle escalated voice calls transferred by L1 agents or supervisors. Provide expert-level support for complex issues and ensure timely resolution. Maintain ownership of tickets through resolution, keeping customers informed throughout the process. Coordinate with internal teams (Product, Engineering, QA, etc.) to resolve technical issues. Identify patterns in escalations and suggest process/product improvements. Document solutions, create knowledge base articles, and provide feedback to the L1 team to reduce future escalations. Meet or exceed defined KPIs such as First Call Resolution (FCR), CSAT, and Average Handling Time (AHT). Ensure adherence to SLAs and internal escalation protocols. Act as a mentor and point of contact for L1 agents when guidance is needed. Requirements 2–4 years of experience in customer support, with at least 1 year in L2 or escalations (voice process). Strong verbal communication skills with fluency in [English/Other relevant language]. Experience with CRM and ticketing tools (e.g., Zendesk, Freshdesk, Salesforce). Ability to handle high-pressure situations and demanding customers with empathy and professionalism. Technical troubleshooting experience preferred (based on industry – SaaS, Telecom, FinTech, etc.). Willingness to work in rotational shifts or weekends, if required. Bachelor's degree or equivalent preferred. Skills:- Voice processing Show more Show less