Escalation Analyst

Summary

Join Interapt's remote team as an Escalation Analyst and play a crucial role in managing and resolving escalated issues within the BPS division. You will troubleshoot, resolve issues, and educate clients and team members. This role requires collaboration with support teams to ensure high-quality service delivery and customer satisfaction. Responsibilities include monitoring the service desk for major incidents, communicating and escalating incidents, driving major incident calls, providing consulting expertise, and facilitating problem identification and troubleshooting. The ideal candidate will have 3-5 years of incident management experience, understand ITSM practices, and possess excellent communication skills. Interapt offers a remote work environment and various benefits.

Requirements

• 3-5yrs Incident Management / Major Incident Management experience
• Understanding of ITSM practices (Incident, Problem, Change, etc.)
• Proficient in Microsoft Office 365 tools and other collaborative apps
• Excellent verbal and written communication abilities
• Strong understanding of technical processes and data management

Responsibilities

• Monitor and support the service desk for major incidents
• Communicate and escalate incidents to appropriate support teams for quick resolution
• Drive Major Incident calls/bridges – managing the participants with a focus on restoration actions
• Provide consulting expertise across various support teams via multiple communication channels
• Facilitate problem identification and troubleshooting, advocating for customer success
• Contribute as a flexible resource across different contact channels

Benefits

• 100% Remote Work
• Training & Development
• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Wellness Resources