Description

Become an integral part of Menlo's dynamic team as an Escalation Support Specialist. You will play a crucial role in ensuring the smooth resolution of complex technical issues and customer concerns. 

Your impactful contributions will directly enhance education and communities, and you will be part of a collaborative team dedicated to continuous learning and innovation. If you are ready to make a meaningful contribution to a rapidly expanding company that values your skills and determination, Menlo is the place for you.

You Will:  

• Handle escalated cases from our frontline support team and provide timely and effective solutions to meet our client's needs
• Collaborate closely with various internal teams, including technical support, operations, and account management, to ensure customer satisfaction and maintain high service levels
• Serve as the point of contact for escalated technical issues and customer complaints, demonstrating a high level of professionalism and empathy
• Analyze and troubleshoot complex technical problems, utilizing your in-depth knowledge of our products and services
• Collaborate with the frontline support team to gather relevant information and provide guidance on issue resolution
• Recognize service gaps and fill in as a utility player as necessary to complete work and close tickets when service requests spike or service desk resource availability is low
• Create and maintain detailed documentation for system configurations and processes

Requirements

You Have:

• Strong knowledge of high-quality end-user technical support, related to enterprise software and hardware
• Understanding of networking concepts and protocols: TCP/IP, DHCP, DNS
• 2 years experience in an MSP environment 
• Preferred experience supporting web filtering, network printing, VoIP, group licensing, remote desktop support, Google Workspace for Education, and device imaging