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Shield
Shield
51 – 200 Darbinieki
H1B vīzas sponsorsKonsultācijasLoģistikaMārketings
Shield ir tehnoloģijās balstīts partneris un investors pārvaldīto pakalpojumu sniedzējiem (MSP), palīdzot tiem augt ar pacietīga kapitāla, operatīvā atbalsta un praktiskas mākslīgā intelekta inženierijas palīdzību. Tā komanda sadarbojas ar partneruzņēmumiem, nodrošinot uz vietas pieejamu inženiertehnisko atbalstu, kā arī palīdzību cilvēkresursu, finanšu, personāla atlases un darbinieku attīstības jomā. Shield sniedz arī stratēģiskas konsultācijas par apvienošanos un iegādi. Shield pieeja ir veidota ilgtermiņa izaugsmes atbalstam, vienlaikus saglabājot vietējo vadību un uzņēmuma kultūru, īpašu uzmanību pievēršot praktisku, mākslīgajā intelektā balstītu risinājumu ieviešanai.
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Vakances uzņēmumā

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.

USAmerikas Savienotās ValstisNYŅujorka
120 000 $ – 150 000 $ / gads
AttālinātiPilna slodzeVidējais līmenisVecākais speciālistsNepieciešamā Valoda: angļuKlientu apkalpošanas pārstāvisKlientu attiecību pakalpojumi

Apraksts

  • 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.

Prasības

  • 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.

Saistītās vakances

Danaher Corporation

Senior Labor and Employee Relations Manager, France (Remote)

Danaher Corporation
H1B vīzas sponsorsKonsultācijasLoģistikaVeselības aprūpe
FRFrancijaAttālinātiPilna slodzeVecākais speciālistsVadošais speciālistsNepieciešamā Valoda: angļuCilvēkresursi

Support Danaher’s life sciences businesses in France by advising on employee relations, works councils, employment law, and workforce changes. Manage cases and partner with HR, business leaders, employee representatives, Compliance, and Legal.

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