ECRS is looking to improve customer satisfaction by reducing support issues and enhancing product reliability through a Product Escalation Manager who can act as the first line of defense for escalated issues and facilitate product improvements.
Requirements
- Experience with database troubleshooting and retail management application.
- Advanced root cause analysis and troubleshooting skills, applied to databases is a plus.
- Basic knowledge of PC hardware, and Windows and Linux operating systems software.
- Ability to follow and write step-by-step instructions.
- Technical mentoring experience is a plus.
Responsibilities
- Act as the essential member that provides the team with accurate and daily situational awareness of application field performance and field reliability.
- Review and reproduce escalated issues, then create a corresponding Jira if needed.
- Create Jira's for missing user facing documentation and set the correct priority for correction.
- In a timely manner, directly update or create a new Knowledge Base article to provide the internal technical guidance needed to properly support product.
- Assist the rest of the Development team in testing and applying Alpha/Beta fixes in-house and at customer locations.
- Create Jira's for bugs and meaningful feature requests.
- Act as the technical resource for meetings when required by their Product Owner/Scrum Master or with Project Managers/Customer Care representatives.
Other
- As the Product Escalation Manager, your predisposition is to care deeply about how your product works for customers and customer satisfaction.
- Belonging to a customer focused SCRUM team, you represent the tip of the sphere for your team.
- Strong work ethic, professional attitude and a team player.
- Top-tier customer service skills with a drive to produce high-quality work and deliver top-notch customer service.
- Ability to self-manage.
- Ability to prioritize and multitask amongst changing priorities.
- ALL APPLICANTS MUST BE AUTHORIZED TO WORK IN THE UNITED STATES.
