Customer Escalation Specialist

The Customer Escalation Specialist is an integral part of the Customer Support Team at YouScience. The Customer Support Team understands the importance of helping our teachers and students feel heard and resolve their issues quickly. For that reason, the team prioritizes empathetic communication while striving to maintain efficient, frictionless, and humanized customer experiences. Reporting customer issues and feedback is fundamental to the success of our products. Being able to properly communicate the voice of the customer to our product and engineering teams is how we continue to improve and expand on our product success. It's critical that we have a way to properly document and communicate those customer pain points to the departments that have the ability to make those necessary changes. The ideal candidate is able to recognize when our product is not fully operational while offering consistent feedback on how to amplify ease of use. They have excellent time management skills, and know how to identify high priority tickets and situations. Their communication skills are exceptional, as they will be communicating with multiple departments within the company.Responsibilities:Liaison between the business units, technology teams and customer facing teams.Proactively communicate and collaborate with customers and YouScience employees to analyze information needs and functional requirements.Internal reproduction of the customer problem to enable the development and testing of a resolution.Be able to recognize trends to easily identify product issues impacting a higher number of customers.Participe in incident and escalations calls to brief customer management on support cases and assist in the creation of action plans aiming to solve customer issues.Work with product teams to communicate high priorities and escalation points, including taking on some coding, testing or configuration tasks to deepen product knowledgeExhibit a positive and highly motivated attitude when communicating with customers and colleagues Document interactions with customers in CRM systemProvide feedback for system improvement + capture and report client feedback and suggestionsPrioritize and organize dev ticket requests with proper ticket documentation