Technical Support Escalations Analyst

Job Description

• Assess and triage incoming escalation requests, providing a level of oversight for escalated Technical Support issues. Helping to ensure they’re being addressed by the right team of technical experts • Capture potential system and procedural improvements within escalation processes, to improve customer experience and efficiency • Identify and report on common trends causing customer escalations from product to process issues, provide recommendations for improvement, and help track resolution of these issues to prevent the same escalations occuring in the future • Apply critical thinking to drive your analysis in an independent and discovery environment while working within a team setting to learn from and provide others with personal expertise • Work closely with our Tech Leads and Team Managers to share your updates & findings and collaborate on ways to improve the escalation program • Become a Smartsheet certified expert and experience the full onboarding & training of a Technical Support Specialist • Other duties as assigned

Qualifications

• 3+ years customer or technical support experience, preferably in a SaaS environment • Experience working with ticketing / CRM tools, such as Salesforce/Service Cloud, Zendesk, or Jira • Experience working with spreadsheet/data visualization tools such as Excel, Smartsheet, Google Docs, Tableau, Domo • Ability to capture, manipulate, analyze, and draw inferences from large data sets • Ability to work independently or collaboratively in a fast-paced environment • Possess technical troubleshooting skills to aide in deconstructing the timeline of events of an escalation • Confidence and strong interest in problem solving • Willingness to engage on complex matters and demonstrable “issue ownership” • Comfortable working in ambiguous situations with little direction

Benefits

• HSA, 100% employer-paid premiums, or Buy-up medical/vision and dental coverage options for full-time employees • Stock - Restricted Stock Units (RSUs) for eligible roles • Lucrative Employee Stock Purchase Program (15% discount) • 401k Match to help you save for your future (50% of your contribution up to the first 6% of your eligible pay) • Monthly stipend to support your work and productivity • Flexible Time Away Program, plus Incidental Sick Leave • Up to 24 weeks of Parental Leave • Personal paid Volunteer Day to support our community • Opportunities for professional growth and development including access to LinkedIn Learning online cours • Company Funded Perks, including a counseling membership, primary care membership, local retail discounts, and your own personal Smartsheet account • Teleworking options from any registered location in the U.S. (role specific)