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At Interapt we transform clients and empower humans with technology. Interapt is a world-class technology services company that attracts and develops the best talent while providing an opportunity to those both with IT experience and those without doors are open for all. We are building a thriving, inclusive technology ecosystem in middle-America that invests in people and communities. Our organizational commitment to social responsibility is not an afterthought, it is embedded in our services and everything we do.
Interapt is currently seeking an Escalation Analyst to join our remote team. We are looking for self-motivated individuals with strong customer service skills searching for growth potential! This could be your chance to join a fast-paced and growing hi-tech company that wants you to excel in your career. Your contribution would be vital to the growth and success of Interapts objectives. In this role, youll spend your time supporting and managing escalations while maintaining the relationships between departments and servicing client needs for Interapts BPS division. Youll handle a variety of tasks including troubleshooting, issue resolution, and on-the-spot education.
In order to maximize quality and value, our team works with a fairly structured and scheduled environment, whether you're working with support teams or handling cases that are assigned daily. Youll have the chance to work closely with other team members while you wont have all the answers, well make sure you know where to go to get a problem solved!
Responsibilities will include:
- Monitor and support the helpdesk for major incidents
- Communicate and escalate incidents to proper support teams for timely resolution
- Record and update ambush systems to alert helpdesk callers of outages
- Maintain the broadcast board to provide direction for frontline staff
- Provide consulting expertise to various support teams across multiple communication channels to identify impacts of issues
- Facilitate problem identification and research, driving resolution, and advocating for customer success
- Assist team members seeking education and/or issue resolution
- Refer and escalate issues to appropriate internal teams as necessary
- Demonstrate agility by acting as a flex resource as necessary across multiple contact channels
Requirements
- A combination of 3 to 5 years of post-secondary education and work experience
- Strong verbal and written communication skills
- Ability to understand and work effectively with technical processes and data
- Be self-directed and able to work autonomously and manage fluctuating priorities.
At Interapt, we value diverse backgrounds and perspectives, and welcome applicants from all experiences and skill sets. Don't be deterred if you don't check every box on our list of qualifications. We believe skills can be developed, and we are willing to invest in the right candidate who shows potential. If you are excited about this opportunity, we want to hear from you!
Benefits
- Work From Home
- Wellness Resources
- Training & Development
Interapt
