Senior 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

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