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Job#: 3028949
Job Description:
Role: Escalation Manager
Rate: 32/hr
Location: Remote (Must work PST hours)
Project Duration: 2 Months
The purpose of this team is serving as frontline resources to ensure that escalations are directed to the right resource within their SLA. This role will contribute delivering unique value by triaging incoming cases and aligning the submitter with the correct team or Relationship Manager, this is the first critical step on making sure that the customer issue is promptly resolved.
Responsibilities:
Constantly monitor queues, analyze, and assign cases to the right individuals or teams.
Consult with more experienced teammates when case ownership might be confusing or ambiguous.
Assign 100% of all cases to the right resource within 20 minutes or less of received. SLA is 1 hour but our records show that the cases can be assigned in 5 or 10 minutes.
Respond to chat and email within 20 minutes or less of received. SLA is 1 hour but our records show that the cases can be assigned in 5 or 10 minutes. Emails have are high priority since Executives have visibility to this emails.
Provide additional support with activities not directly linked to technical support such as report generation and analysis.
Monitor RA queues during the Americas time zone
Assign cases to the appropriate internal teams
Escalate challenges or issues encountered during case assignment, including: High-volume spikes, Low availability of team members and Tool-related issues that impact case assignment
No interaction with external customers, all interactions are internal, working directly with internal team members
Flexibility to adapt working hours according to business needs, including weekends and be part of on-call rotations. Though schedule changes are not frequent, you will need to have flexibility to accommodate changes as needed
Ability to learn technologies in breadth as well as process and policies related to support management.
Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Apex uses a virtual recruiter as part of the application process. Click for more details.
Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6 months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.
Job#: 3028949
Job Description:
Role: Escalation Manager
Rate: 32/hr
Location: Remote (Must work PST hours)
Project Duration: 2 Months
The purpose of this team is serving as frontline resources to ensure that escalations are directed to the right resource within their SLA. This role will contribute delivering unique value by triaging incoming cases and aligning the submitter with the correct team or Relationship Manager, this is the first critical step on making sure that the customer issue is promptly resolved.
Responsibilities:
Constantly monitor queues, analyze, and assign cases to the right individuals or teams.
Consult with more experienced teammates when case ownership might be confusing or ambiguous.
Assign 100% of all cases to the right resource within 20 minutes or less of received. SLA is 1 hour but our records show that the cases can be assigned in 5 or 10 minutes.
Respond to chat and email within 20 minutes or less of received. SLA is 1 hour but our records show that the cases can be assigned in 5 or 10 minutes. Emails have are high priority since Executives have visibility to this emails.
Provide additional support with activities not directly linked to technical support such as report generation and analysis.
Monitor RA queues during the Americas time zone
Assign cases to the appropriate internal teams
Escalate challenges or issues encountered during case assignment, including: High-volume spikes, Low availability of team members and Tool-related issues that impact case assignment
No interaction with external customers, all interactions are internal, working directly with internal team members
Flexibility to adapt working hours according to business needs, including weekends and be part of on-call rotations. Though schedule changes are not frequent, you will need to have flexibility to accommodate changes as needed
Ability to learn technologies in breadth as well as process and policies related to support management.
Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Apex uses a virtual recruiter as part of the application process. Click for more details.
Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6 months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.