Escalation Analyst

March 4

🐎 Kentucky – Remote

Although this job is listed in Kentucky, this company may be open to hiring remote in other states.

⏰ Full Time

🟡 Mid-level

🟠 Senior

🧐 Analyst

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Interapt

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Interapt is a company dedicated to bridging the gap between business and technology, offering solutions that transform clients and empower people through technological advancements. The company provides services encompassing IT consulting, workforce development, and business process outsourcing to solve tech and talent challenges. Interapt excels in developing tech talent pipelines, assisting with IT helpdesk and customer care needs, and offering end-to-end software development services. It is committed to leveraging untapped talent for business-specific needs and works with government entities to deliver the next generation of technology solutions.

Mobile Application Development • Web Development • iOS • Android • Windows

201 - 500 employees

📋 Description

• Interapt is on a mission to transform technology and empower communities. • We are currently seeking an Escalation Analyst to join our remote team. • This role is ideal for self-motivated individuals passionate about customer service. • As an Escalation Analyst, you will play a crucial role in managing and resolving escalated issues. • Your day-to-day tasks will include troubleshooting, issue resolution, and educating both clients and team members. • You will work in a structured environment, collaborating with support teams and tackling daily assigned cases. • Teamwork is key; while you might not have every answer, we ensure you know where to find solutions! • The role includes responsibilities such as: • 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