Tier 2 Escalation Specialist

3 hours, 1 minute ago
Full-time
Junior
Customer and Technical Support
Smartsheet

Smartsheet

Smartsheet provides an enterprise work management platform that enables teams to efficiently manage projects, automate processes, and enhance collaboration through a user-friendly interface that combines spreadsheet functionality with advanced workflow...

Internet Software & Services
1K-5K
Founded 2005

Description

  • Handle escalated cases from the Support team with urgency and ownership while keeping customers informed throughout the investigation.
  • Research, validate, reproduce, document, and resolve technical issues reported by customers.
  • Support customers via email, chat, and phone with clear written communication and strong phone manner.
  • Identify opportunities to improve the Smartsheet application, API, apps, and integrations.
  • Work closely with colleagues to resolve complex customer-impacting issues.
  • Assist with service-impacting incidents by assessing impact, capturing customer signals, and supporting crisis communications when needed.
  • Build and maintain internal and external technical and process documentation.
  • Collaborate with Tier 3 Escalation Engineers and, when necessary, Product and Engineering teams.
  • Contribute to internal process development, KPI definition, tooling improvements, and organizational improvements.

Requirements

  • 2+ years of support experience, preferably in an escalations role and in a SaaS environment.
  • Ability to work independently or collaboratively in a fast-paced environment.
  • Strong comfort using cloud applications.
  • General understanding of HTML, CSS, and one or more programming languages such as JavaScript, Python, Ruby, Java, or C#.
  • Ability to ramp up quickly on new technologies, languages, and frameworks.
  • Strong problem-solving skills and interest in technical troubleshooting.
  • Excellent interpersonal, written, and verbal communication skills.
  • Prior customer-facing experience.
  • Experience working with ticketing or CRM tools; Salesforce/Service Cloud is a plus.
  • Comfort working in ambiguous situations with little to no direction.
  • Ability to recognize how an issue affects an individual customer or multiple customers.
  • Legally eligible to work in the UK on an ongoing basis.

Benefits

  • Employer-paid private medical and dental coverage, with additional cost for family members.
  • Monthly contributions toward pension.
  • Monthly stipend to support work and productivity.
  • 25 days of paid holiday plus bank holidays and a flexible time away program.
  • 20 weeks of fully paid maternity leave.
  • 12 weeks of fully paid paternity/adoption leave.
  • Paid volunteer day to support the community.
  • Professional growth and development opportunities, including access to Udemy online courses.
  • Company-funded perks including a counseling membership, salary sacrifice options, and a personal Smartsheet account.
  • Teleworking options from any registered location in the UK, role-specific.

Interested in this position?

Apply directly on the company website

Apply Now

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