Shield
Shield
Shield प्रबंधित सेवा प्रदाताओं (MSP) के लिए तकनीक-सक्षम साझेदार और निवेशक है, जो धैर्यपूर्ण पूंजी, परिचालन सहयोग और व्यावहारिक AI इंजीनियरिंग के माध्यम से उन्हें विकास में सहायता प्रदान करता है। इसकी टीम फॉरवर्ड-डिप्लॉयड इंजीनियरिंग, मानव संसाधन, वित्त, भर्ती और प्रतिभा-विकास सहयोग के साथ-साथ विलय और अधिग्रहण पर रणनीतिक मार्गदर्शन देकर साझेदार व्यवसायों के साथ मिलकर काम करती है। Shield का दृष्टिकोण स्थानीय नेतृत्व और कंपनी संस्कृति को बनाए रखते हुए दीर्घकालिक विकास में सहायता करने के लिए बनाया गया है, जिसमें व्यावहारिक, AI-प्रथम समाधानों को लागू करने पर ध्यान दिया जाता है।

Client Services Escalation Specialist - Remote, New York

Provide advanced remote technical support for managed-services clients across hardware, software, connectivity, and access issues. Mentor junior Helpdesk staff and coordinate incident resolution with internal teams and client contacts.

विवरण

  • Act as the primary escalation contact for end users, client IT teams, and first-line Helpdesk staff who need advanced technical support.
  • Handle escalated incidents and service requests by phone, email, ticketing systems, and direct support interactions.
  • Diagnose and resolve intermediate-to-advanced issues involving hardware, software, connectivity, account access, and applications.
  • Own escalated support requests through follow-up, communication, resolution, or further escalation.
  • Record incidents, troubleshooting steps, resolutions, and client interactions in designated support systems.
  • Refer unresolved, high-impact, or specialized issues to the appropriate teams.
  • Provide timely, clear, and professional status updates throughout each support request.
  • Contribute to root cause analysis for recurring issues and suggest improvements to service quality and operational efficiency.
  • Adhere to standard operating procedures, service standards, and departmental policies.
  • Assist with training and mentoring junior Helpdesk staff.
  • Monitor escalated requests, investigate advanced technical issues, and coordinate with internal teams or client contacts.
  • Collect relevant information, analyze problems, document actions, communicate progress, and track issues through completion or additional escalation.

आवश्यकताएँ

  • At least five years of experience in helpdesk, desktop support, escalation support, or technical support roles.
  • Strong customer service, interpersonal, and communication abilities.
  • Ability to efficiently and accurately diagnose and resolve complex technical problems.
  • Working knowledge of desktop and server operating systems, business applications, printers, mobile devices, server hardware, SaaS applications, and networking.
  • Ability to explain technical information clearly to nontechnical users and stakeholders.
  • Strong organization and attention to detail when documenting incidents, escalations, and resolutions.
  • Ability to prioritize multiple issues and perform effectively in a fast-paced support environment.
  • Commitment to established procedures, professional conduct, and high-quality client support.
  • Relevant industry certifications are advantageous.

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