The Escalation Specialist performs relatively complex assignments. Has direct impact on the business by ensuring the quality of the tasks or services provided. Works under little to no direct supervision. May service an expansive and/or diverse array of products/services. Applies working knowledge of technical and professional principles and concepts and in-depth knowledge of team objectives. Understands how assigned duties contribute to the work of the team/unit and how the units coordinate their efforts and resources to achieve the objectives of the function. Ensures the quality and service of self and others. May recommend new options to enhance productivity in accordance with guidelines. Requires tact and diplomacy when exchanging complex or sensitive information with others. Is sensitive to audience diversity. Basic knowledge of the organization, the business and its policies required. Typically, responsible for resolving complex problems based on practice and precedence. Able to assess applicability of similar experiences and evaluate options under circumstances not covered by procedures.
Assists with resolving executive-escalated inquiries related to Customer, Account, or Business level information, and provides technical assistance as required.
Supports internal and external customers.
Tracks and reports data for management action.
Solves complex problems, time sensitive inquiries, and multi-task in high-volume situations.
Identifies and escalates issues to appropriate sources.
Works under general supervision and established procedures.
May support a range of products/services.
Applies detailed knowledge of a wide range of specialized administrative/technical skills; and most of the impact is related to the accuracy of tasks performed.
Understands how duties relate/integrate with others in the team/unit.
Appropriately assess risk when business decisions are made, demonstrating consideration for the company’s reputation and safeguarding Uniphore, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.
Problem solver, customer service, business knowledge
6-10 years of relevant experience
Bachelor’s in related field (Masters preferred)
Uniphore is the global leader in Conversational Service Automation. The Company’s vision is to disrupt an outdated customer service model by bridging the gap between human and machine using voice, AI and automation to ensure that every voice, on every call, is truly heard. Uniphore enables businesses globally to deliver transformational customer service by providing an automation platform where digital agents take over transactional conversations from humans, coach agents during calls, and accurately predict language, emotion and intent. All in real-time. With Conversational Service Automation, enterprises can now engage their customers to effectively build loyalty, improve customer experience and realize operational efficiencies.
Uniphore is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.
For more information on how Uniphore delivers business value using Conversational Service Automation, please visit www.uniphore.com
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