Escalation Analyst
Interapt
full-time
Posted on:
Location Type: Remote
Location: Kentucky • United States
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Tech Stack
About the role
- Monitoring and supporting the service desk for major incidents
- Communicating and escalating incidents to appropriate support teams for quick resolution
- Drive Major Incident calls/bridges – managing the participants with a focus on restoration actions
- Providing consulting expertise across various support teams via multiple communication channels
- Facilitating problem identification and troubleshooting, advocating for customer success
- Contributing as a flexible resource across different contact channels
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
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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Incident ManagementMajor Incident ManagementITSM practicesProblem ManagementChange ManagementData Management
Soft Skills
communicationtroubleshootingcustomer successflexibility