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Technical Escalation Specialist

San Francisco, California
Job Type
15 Oct 2020
About Envoy Envoy is transforming modern workplaces, challenging the status quo with products that make office life and work more meaningful. Envoy's workplace platform has redefined how offices interact with visitors, keep employees safe and healthy, manage deliveries, and book conference rooms in over 13,000 locations around the globe while building products for a new era of workplace experience. Companies like Slack, Asana, Pinterest, and Warby Parker rely on Envoy to create an unrivaled first impression and keep their offices safe and compliant. With more than 100,000 new sign-ins every day, Envoy Visitors empowers workplaces to create a warm welcome for guests while safeguarding their people, property, and ideas. Envoy Protect ensures employees are healthy before they come to the office and can keep a safe distance while they're there. Envoy Rooms provides a simple solution for you to book meeting rooms, free up unused rooms, and access newly open meeting space. Envoy Deliveries ensures that packages safely reach their recipients at work, without mailroom pile-ups or communication delays. For more information, please visit About the role The qualified candidate is a technically savvy customer evangelist ready to unpack the most complex customer interactions and drive them to resolution. This role is perfect for someone who is passionate about collaborating with other teams to identify, synthesize, and escalate customer issues to Product/Engineering partners. This person must be comfortable working in a very fast-paced environment, have a sharp eye for detail, and be a strong cross-functional influencer. You will Review complex customer interactions from the frontline support team, leveraging advanced troubleshooting skills and deep product knowledge to resolve issues as quickly as possible; review, investigate , and resolve technical customer cases within the target SLAs Develop deep product knowledge on a wide array of products to effectively differentiate genuine production bugs from other technical issues or user errors Partner with various Customer Success teammates to establish a clear escalation path for reporting all customers bugs to internal stakeholders ; continuously iterate to identify the most efficient and effective workflow Work closely with the Customer Support team to escalate production bugs to Engineering, providing all of the information and data needed to quickly analyze and triage issues; validate, prioritize , escalate , and track incidents to closure under pressure Summarize complex product issues succinctly and completely for customers, Customer Success teams and Product & Engineering partners; develop strategies for translating complex technical details/instructions to each customer level to ensure understanding & resolution Provide a closed-loop feedback communication channel with internal partners through identifying and reporting trends in key difficulties that customers are experiencing Develop and document best practices to enhance troubleshooting processes for the frontline team In partnership with the Customer Support Manager, develop a rubric and quality assurance program that addresses best in class customer support practices You have BA/BS degree 2+ years' experience in a Customer Support/Experience function; hands-on experience in a technical support capacity, aiding customers using an Enterprise Software or SaaS solution Experience with Intercom, Salesforce, Zendesk or other CRM systems. Master at leveraging JIRA as an issue management platform to build cross-functional workflows, track and report on product issues, and build integrations where needed. Ability to diagnose and recognize problem areas and lead a cross-organization team towards resolution Ability to communicate about technical subjects in a clear & comprehensive way ; e xcellent verbal and written communication skills Strong analytical, decision-making and problem-solving skills Comfortable working in a dynamic, fast-paced environment with a proven ability to multi-task and operate with a sense of urgency and keen attention to detail; strong program/project management skills Ability to establish and foster critical relationships with customers & cross-functional stakeholders Self-motivated and able to work proactively; not afraid to take the initiative! Bonus points Basic to working knowledge of SQL Basic knowledge of web development technology Experience working with Enterprise customers to help resolve complex technical issues. Knowledge and experience setting up and troubleshooting equipment like printers, network connectivity, and iPads You understand how the internet works (i.e. DNS, HTTP, TLS, Certificates, etc). If this kind of work sounds interesting, we'd love to hear from you! We're open to all backgrounds and levels of experience, and we believe that great people can always find a place. People do their best work when they can be themselves, so we value uniqueness. We never discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.
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  • Job Reference: 182895216-2
  • Date Posted: 15 October 2020
  • Recruiter: Envoy
  • Location: San Francisco, California
  • Salary: On Application
  • Sector: I.T. & Communications
  • Job Type: Permanent