Escalation Analyst

Interapt•Louisville, KY

6d•Remote

About The Position

Interapt is on a mission to transform technology and empower communities. As a leading technology services company, we pride ourselves on developing top-tier talent while providing opportunities for individuals from diverse backgrounds. Our unique approach combines technology with a strong commitment to social responsibility, making us a standout in the industry. We are currently seeking an Escalation Analyst to join our remote team. This role is ideal for self-motivated individuals passionate about customer service and looking for a significant career opportunity. As an Escalation Analyst, you will play a crucial role in managing and resolving escalated issues while fostering effective communication between departments and fulfilling client needs within Interapt's BPS division. Your day-to-day tasks will include troubleshooting, issue resolution, and educating both clients and team members. You will work in a structured environment, collaborating with support teams and tackling daily assigned cases. Your efforts will be vital for ensuring high-quality service delivery and enhancing customer satisfaction. Teamwork is key; while you might not have every answer, we ensure you know where to find solutions! The role includes responsibilities such as: Monitoring and supporting the service desk for major incidents Communicating and escalating incidents to appropriate support teams for quick resolution Drive Major Incident calls/bridges – managing the participants with a focus on restoration actions Providing consulting expertise across various support teams via multiple communication channels Facilitating problem identification and troubleshooting, advocating for customer success Contributing as a flexible resource across different contact channels

Requirements

3-5yrs Incident Management / Major Incident Management experience
Understanding of ITSM practices (Incident, Problem, Change, etc.)
Proficient in Microsoft Office 365 tools and other collaborative apps
Excellent verbal and written communication abilities
Strong understanding of technical processes and data management

Responsibilities

Monitoring and supporting the service desk for major incidents
Communicating and escalating incidents to appropriate support teams for quick resolution
Drive Major Incident calls/bridges – managing the participants with a focus on restoration actions
Providing consulting expertise across various support teams via multiple communication channels
Facilitating problem identification and troubleshooting, advocating for customer success
Contributing as a flexible resource across different contact channels