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Shield
Shield
51 – 200 Angajați
Sponsor pentru viza H1BConsultanțăLogisticăMarketing
Shield este un partener și investitor susținut de tehnologie pentru furnizorii de servicii gestionate (MSP), ajutându-i să se dezvolte prin capital răbdător, sprijin operațional și inginerie aplicată a inteligenței artificiale. Echipa sa colaborează îndeaproape cu companiile partenere prin inginerie implementată în teren, sprijin pentru resurse umane, finanțe, recrutare și dezvoltarea oamenilor, precum și îndrumare strategică în fuziuni și achiziții. Abordarea Shield este concepută pentru a susține creșterea pe termen lung, păstrând în același timp conducerea locală și cultura companiei, cu accent pe implementarea unor soluții practice care pun inteligența artificială pe primul loc.
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Locurile de muncă ale companiei

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.

USStatele Unite ale AmericiiNYNew York
120.000 $ – 150.000 $ / an
RemoteNormă întreagăNivel mediuSeniorLimbă Obligatorie: englezăReprezentant Servicii CliențiServicii pentru clienți

Descriere

  • 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.

Cerințe

  • 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.

Locuri de muncă similare

Kreato Global | BPO and Language Solutions

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Asistență medicalăLogisticăOspitalitate
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RecruitGo

Remote Executive Assistant, Outreach and Marketing — Philippines

RecruitGo
51 – 200 Angajați
ConsultanțăLogisticăMarketing
PHFilipine
45.000 ₱ / lună
RemoteNormă întreagăJuniorNivel mediuNu este necesară o diplomăLimbă Obligatorie: englezăAsistent executiv

Handle administrative support, CRM, outreach, and marketing for RecruitGo, an Employer of Record serving global clients with talent from emerging markets. Support two UK-facing clients with day-to-day administration and creative campaigns.

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