Escalations Specialist
CurrentDuties:⦁ Providing expert technical advice to colleagues and customers⦁ Efficiently manage time and prioritisation of escalated issues when several tasks are outstanding⦁ Reproduce and investigate customer issues/bugs, using internal and online resources to ensure accurate troubleshooting and verification of defects⦁ Collaborate with development and product teams to resolve outstanding customer issues and production bugs, ensuring quality improvements and customer satisfaction⦁ Use JIRA to log, categorize and prioritize bugs, ensuring timely triaging, tracking and resolution⦁ Support improvement and development of newcomers front-line agents through audits and training sessions, focusing on best practices⦁ Assist in knowledge development of experienced front-line agents, helping them transition into roles in TSL⦁ Review and test major functionality changes in Pre-Production, understanding new features and functionalities before customer release to ensure quality and performance⦁ Manage technical complaints related to ongoing issues or queries regarding functionality, ensuring thorough investigation and resolution in collaboration with QA and development teams
