Job Summary
We are looking for a proactive and detail-oriented Escalation Specialist to manage and resolve high-priority customer issues within our SaaS environment. The ideal candidate will act as a bridge between customers, technical teams, and support functions to ensure timely resolution and high customer satisfaction.
Key Responsibilities
- Handle and manage critical customer escalations with urgency and ownership
- Act as the primary point of contact for high-impact issues
- Coordinate with internal teams (Support, Engineering, Product) to drive resolution
- Maintain clear and consistent communication with customers during incidents
- Analyze root causes and ensure preventive measures are implemented
- Track and report escalation metrics, SLAs, and trends
- Document issues, solutions, and knowledge base updates
- Ensure adherence to defined SLA and escalation processes
Required Skills & Qualifications
- Bachelor's degree in IT, Computer Science, Business, or related field
- 25 years of experience in customer support, escalation management, or technical support in a SaaS company
- Strong understanding of SaaS platforms, APIs, and cloud environments
- Excellent problem-solving and analytical skills
- Strong communication skills (verbal and written)
- Ability to work under pressure and manage multiple priorities
- Familiarity with ticketing tools like Zoho, Zendesk, Freshdesk, Jira, or similar
- Flexibility to work the US shift (6:30 pm to 3:30 am) to align with the needs of our US-based customers
Why Adit
- We trust our people and offer completely remote opportunities.
- Flexible work schedules for better work-life balance.
- Group of 620+ Agile, Smart, and Dynamic IT Professionals.
- Supportive and collaborative work environment.
- 5 days working company (Monday - Friday). All weekends are Off!
- Great working and learning environment
- Company Sponsored Medical Insurance!
