Escalation Support Representative supports a major client’s escalation processing through professional communications and issue resolutions. Escalation Support Representative receives multiple tasks and work assignments from supervisors and managers with the ability to process in a timely and efficient manner. The position maintains and updates a database with all appropriate information gathered as a result of customer contact. Escalation Support Representative supports quality assurance efforts and process improvement.

Responsibilities

• Act as an escalation point for customers, partners, and internal stakeholders among multiple business entities.
• Assess the needs of a given support requirement and prioritize to ensure cases are handled at the correct resource level and with appropriate focus.
• Capture escalations in a tracking log making sure they are completely documented and successfully resolved.
• Central point of coordination and communication, prioritizing and facilitating efforts to minimize impact and restore business operations during BCP events.
• Ensure that IT and cross-functional resources are properly engaged to resolve any critical application, network, or tool outages and provide communications to the organization regarding the outage.
• Review our escalation data, identify trends & key business indicators, and present observations & recommendations to senior leadership
• Provide Customer with resolution in line with agreed KPI’s and/or SLAs.
• Root cause analysis.

Job Qualifications

• 1+ year of experience in the field of customer service/support.
• Fluency in English language.
• Previous logistics experience is an advantage.
• Continuous attention to detail and quality.
• Excellent verbal, written and interpersonal communication skills.

Benefits: We really value our employees and therefore we offer a substantial remuneration package for all roles, which includes:

• Career Counselling
• Additional paid time off
• Hybrid working model
• Flexible benefits
• Luxury health & dental insurance
• Life insurance
• Food vouchers
• Fuel card
• Multisport cards
• Employee Assistance Program
• Bonuses for special occasions
• Options to buy shares

Shift: 22:00-6:00h. Location: Sofia, Bulgaria

About Accenture:

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