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Escalation Analyst Jobs
Company | Uberflip |
Address | Toronto, Ontario, Canada |
Employment type | FULL_TIME |
Salary | |
Category | Transportation, Logistics, Supply Chain and Storage |
Expires | 2023-09-20 |
Posted at | 8 months ago |
The Escalation Analyst is responsible for working directly with and supporting customers on a daily basis to resolve challenging technical product issues and to provide strategic guidance to customers on a variety of marketing-related initiatives. Qualified candidates will also act as an escalation point for more technical issues as they arise.
- Act as a deep technical expert on all aspects of the Uberflip platformAnswer questions and help troubleshoot tickets from Uberflip customers by phone/email/web portal etc
- Contribute to the Uberflip Knowledge Base, creating world-class content for all new feature releases or bug fixes; provide technical oversight during the knowledge publishing process
- Consult with customers on Marketing strategies and be an SME on a broad range of marketing concepts
- Act as an escalation point for the most complex and sensitive technical issues and provide guidance to the team as to problem resolution strategies and tactics as appropriate
- Help produce and maintain process documentation and desk-level reference guides to help the team improve efficiency
- Track support ticket activity in an automated support portal
- Proven experience managing client issues and escalations and working cross-functionally to deliver impactful solutions
- Working knowledge of Google Analytics, Google Tag Manager and Data Layer concepts
- 1-3 years of experience in a technical support role (preferably in a B2B/Enterprise environment)
- Hands-on/practical experience in Web Development and programming using HTML, CSS and Javascript
- Proven communication skills
- Working knowledge of APIs and using them to integrate applications/platforms
- Learning Credits to put towards your professional development
- Wellness Programs including company paid counselling
- Parental Leave Top Up Program
- Unlimited Vacation Days
- Great Company Culture
- Inclusive and Collaborative work environment
- (Virtual) Regular Standups, Demos, and Socials to keep us aligned and connected
- Additional Paid Health Days
- Competitive Health Benefits for you and your family starting day one
- Flexible Working Hours and Remote work flexibility
- And so much more!
- Employee Stock Option Program
-
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