L2//Technical Escalation Specialist//Immediate joiners Only//Chennai

Role: Technical Escalation Specialist (Team Lead Level)

Location: Chennai

Job Details

• Experience: 3+ years
• Notice Period: Immediate
• Shift Timings: Rotational shift
• Working Days: 5
• Transport: One-way availability

Key Responsibilities

• Act as the primary technical escalation point for L1 or field teams.
• Manage complex troubleshooting and coordinate with L3 or vendor teams.
• Ensure structured communication and ownership until case closure.
• Utilize defined tools, knowledge bases, and system access to support customers and technicians.
• Handle inbound/outbound interactions via phone, email, and ticket updates.
• Maintain consistent ticket progression with clear notes and actions.
• Communicate resolutions professionally to customers and field technicians.
• Own cases end-to-end, escalating only when necessary.
• Stay updated on product changes, system updates, and policies.
• Meet training, certification, and QA standards.
• Collaborate with Incident Coordinators and cross-functional teams (Field Services, Problem Management, Engineering).

Key Skills & Knowledge

• Strong analytical and troubleshooting skills across hardware/software environments.
• Excellent written and verbal communication in English.
• High attention to detail and structured problem-solving approach.
• Ability to multitask and manage multiple open tickets.
• Customer-focused mindset with accountability for resolution.
• SLA compliance, QA scores, customer satisfaction, and case progression metrics.

Education: Graduate

Interested candidates can mail their cv at [email protected]