Escalation Resolution Specialist Jobs

3 – 5 years’ experience in a customer-facing, professional environment or some equivalent combination of experience and education, including military experience

Manage assigned cases through to resolution by providing comprehensive customer service and defusing potentially escalating situations

Research and analytic experience with an emphasis on organization and attention to detail

Experience working in a metrics-based role

Competitive compensation, benefits and generous time-off policies

Conduct internal and external research and analysis to ensure requested changes to the data can be supported and/or should be made

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)

Proven experience managing client issues and escalations and working cross-functionally to deliver impactful solutions

Working knowledge of APIs and using them to integrate applications/platforms

Hands-on/practical experience in Web Development and programming using HTML, CSS and Javascript

Competitive Health Benefits for you and your family starting day one

Excellent time management, negotiation and conflict resolution skills.

Effective communication in the context of stakeholders management as well as external customers.

You efficiently analyze new challenges, and quickly learn the additional skills and techniques needed to succeed.

3+ years experience in high-touch CS role required

This critical, high visibility role requires taking a consultative, personalized and anticipatory approach to

forging and maintaining executive relationships while balancing a community first mindset.

Proactive and reactive IT support

Advanced troubleshooting for client issues

Guiding and mentoring technical support team members

On-premise and Azure server environments

Windows, including O365 and related Microsoft products

Experience working in a CRM (customer relationship management) system, Salesforce CRM experience a must

Proven excellent organizational and time management skills with the ability to meet multiple deadlines

Effectively take control and manage escalated/challenging situations to ensure a positive customer experience

Manage sales team information needs (Inventory questions, order changes, customer facing system issues, etc.)

Collaborating with internal teams to provide a better customer service experience

Assist with training and feedback to remote teams

Management and facilitation of critical product issues

Relevant experience managing customer-facing technical teams in a fast-paced and dynamic environment; must be knowledgeable about technical support best practices

Strong customer and partner focus and credibility; ability to engage at senior management and C-level

Negotiation and conflict management: ability to build consensus, trust, and relationships with internal and external stakeholders

Monitor and manage communications (sometimes public, sensitive, and large scale) during incidents

Thinking beyond the boundaries of existing industry standard practices to devise process improvements and new ways to deliver better experiences

Completed high school education, or equivalent work experience Knowledge of all operational processes and policies

Knowledge of competitive market place and trends in product offerings

Some success working in a similar and/or related sales and service environment (Basic)Some understanding of Risk Management and Compliance (Basic)

Pro-actively promote Bank products/services. Maintain knowledge of all new/existing BMO & MCW processes

Knowledge of Credit Cards products and Services

Knowledge of the full credit card dispute resolution cycle

Ensuring that our Follow-the-Sun model is effectively and consistently utilized to resolve managed escalations

Deliver timely and high quality incident resolution focused on root cause analysis, prevention, and knowledge transfer of learnings from the issue

Identify, manage and record escalation trends

Responsible for managing a small number of long-running, high-impact escalations

Mapping all customer points of contact and their role in the escalation

Setting and resetting customer expectations on status and timelines