As a Escalation Specialist, the successful candidate will work with various parties within our organization to coordinate service response for escalated service issues
Monitors and replies to emails from NHA customers about escalated service tickets.
Coordinates with field engineers, field managers, technical support and part teams to resolve service issues as quickly as possible.
Creates and monitors internal preventative maintenance and chronic tickets following internal NHA processes.
Assists with account management reporting and customer reporting such as status updates.
Creates Customer Portal accounts and assists with password resets as needed.
Audits fleet counts for customers between various databases to ensure proper reporting and invoicing.
Researches emerging issues with Technical Support resulting in chronic or repeat service requests
Excellent written and verbal skills with high attention to detail.
Experience in MS Outlook and MS Excel, required.
Knowledge of MS Sharepoint or Quickbase, desired.
Solid analytical and organizational skills.
Bachelors degree preferred, HS Equivalent required.
Medical / Dental / Vision / 401k / STD / LTD /
PTO / FLH