Escalation Support Specialist

Posted yesterday

virtual vocationsDenver (CO)

Customer Service RepresentativesTelemarketing Bureaus and Other Contact Centers

SENIORITY

Senior

About the role

Working in a hybrid capacity, the full-time Escalation Support Specialist will troubleshoot and resolve complex technical issues related to connected vehicle services, acting as a point of escalation for customer concerns while collaborating with internal teams and external partners in Allen Park, MI. Key responsibilities Provide expert-level technical assistance for escalated customer issues, ensuring timely resolution within defined service-level agreements (SLAs) Diagnose and resolve complex hardware and software issues related to connected vehicle services, collaborating with engineering and product teams Analyze support trends and recurring issues to identify root causes and contribute to improvements in service quality and reliability Required qualifications A high school diploma or GED; additional education in automotive service or software technology preferred 3+ years of experience in engineering or technical support, ideally in a customer-facing or escalation-focused role Proficiency with help desk platforms and CRM systems such as Microsoft Dynamics or Salesforce Familiarity with incident and problem management tools (e.g., Jira, ServiceNow) Strong technical troubleshooting skills with the ability to resolve complex hardware and software issues

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