WHAT YOU'LL DO USER ESCALATION & ISSUE RESOLUTION - Respond to incoming user escalations in a timely manner, triage, scope, and drive to resolution within agreed service levels - Communicate directly with users to solve their most painful problems — via email, Slack, and calls - Be accountable for timely and accurate resolution of all user issues, either directly or in partnership with Engineering and Product teams - Conduct thorough, data-driven root cause analyses of escalations, and work with partner teams to validate findings - Share findings, and insights with stakeholders thr
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