Technical Support Coordinator, Escalations

7-Eleven•Enon, OH

1d•$25 - $26

About The Position

The Technical Support Coordinator (Escalations) is responsible for managing and coordinating high-priority technical escalations to ensure timely resolution and clear communication across all stakeholders. Acting as the primary point of contact for escalated issues, this role ensures proper ticket handling, cross-functional collaboration, and adherence to SLAs. The coordinator plays a central role in managing Priority 1 incidents, providing real-time updates, maintaining documentation, and driving continuous improvement in escalation processes. With a focus on efficiency, accountability, and proactive support, the position supports both immediate resolution efforts and long-term service quality enhancements.

Requirements

Associates/2 Yr Degree
2+ years Relevant Experience
Solid understanding of help desk operations, ticket management systems, and troubleshooting processes for end-user technologies (hardware, software, network, point-of-sale systems, etc.).
Excellent verbal and written communication skills, with the ability to relay technical information clearly to non-technical users and leadership.
Experience identifying inefficiencies and contributing to process changes, SOPs, or training to enhance team performance and reduce incident volume
Proficient in ITSM tools (e.g., ServiceNow, Remedy), collaboration platforms (e.g., Teams, Slack), and common enterprise applications (e.g., Microsoft 365).
Ability to support knowledge base maintenance and contribute to training programs that reinforce best practices and consistency

Responsibilities

Serve as the primary intake for all incoming escalations from Field Services and internal SEI partners.
Ensure escalated tickets are properly documented, prioritized, and routed to the appropriate resolver groups.
Coordinate with all relevant technical teams to ensure ownership and timely action on escalated issues.
Track escalation progress and ensure SLAs are adhered to throughout the escalation lifecycle.
Ensure all required and interested resolving parties are aware of the escalation, their responsibilities, and expected timelines.
Facilitate collaboration between Tier 1, Tier 2, and Tier 3 support teams, as well as engineering, infrastructure, and other technical stakeholders.
Escalate roadblocks or delays to leadership as needed to drive resolution.
Monitor and manage all Priority 1 (P1) tickets from initiation through resolution.
Provide regular, real-time updates on the status of P1 tickets to appropriate internal stakeholders and external partners.
Maintain clear and consistent communication with Field teams, ensuring transparency and alignment on expectations and timelines.
Act as the central communication bridge during high-impact incidents or outages.
Maintain accurate and detailed documentation of all escalated cases, including actions taken, involved parties, and resolution outcomes.
Compile and share escalation summaries and post-mortem reports with leadership and other key stakeholders.
Identify trends and recurring issues in escalations and provide feedback to improve processes, tools, and team readiness.
Work with leadership to refine escalation workflows and protocols to increase efficiency and responsiveness.
Provide input into training and knowledge sharing to reduce the frequency of escalations and empower frontline support agents.
Recommend proactive measures based on historical escalation data to prevent future high-impact incidents.