Product Escalation Specialist

  • Location: Minneapolis, MN
  • Department: Customer Care
  • Type: Full Time
  • Min. Experience: Experienced

Job Description

As the Product Escalation Specialist, you will be working with a dynamic team in a fast paced environment delivering an excellent experience for When I Work’s Customers. You have a passion for technology and thrive on making complex situations simple. You possess a strong desire to investigate issues with customers and have an out of the box approach to resolving issues.  You are motivated by advocating for customer’s needs and enjoy being their voice within a company.

What You’ll Be Doing

As the Product Escalation Specialist, the team will depend on you for insight and guidance in dealing with day to day issues and questions related to our software, with an emphasis on product defect reporting, testing, and prioritization. Your typical day would include answering questions from the team regarding potential product defects, testing the reported product defects, working with Development and Product in prioritizing product defects, monitoring reported product features, identifying and escalating trends, and communication with customers regarding reported/resolved product defects.

  • Maintain a strong understanding of WIW products and internal processes.
  • Maintain thorough knowledge of all Customer Care tools including Zendesk, Zopim, JIRA, and Confluence.
  • Be point person on Customer Care team in creating, identifying, tracking, testing and reporting product defects in Jira.
  • Monitor reported issues for trends and prioritize based customer impact and cost.
  • Advocate and be the voice of customer (VOC).
  • Escalate urgent issues and update priorities as needed.  
  • Represent VOC in product triage and regularly scheduled meetings with various teams across the organization to review reported product defects and assign prioritization.
  • Provide frequent and detailed communication to the Customer Care Leaders and team regarding critical product defects, impact to customers, and status of fix.   
  • Partner with Product team for product release updates and possible customer and Customer Care team impact.
  • Triage top product defects list to ensure accurate representation of issues having the biggest impact on customers.
  • Work closely with customers to investigate and replicate issues.
  • Calculate and report on the cost per issue.
  • Test daily deploys/fixes to verify product defect has been fixed.
  • Update customers via Zendesk tickets when a product defect has been fixed, or if additional information is needed.
  • Create reports for Development/Product Management to track issues and relevant account information.
  • Assist with knowledge Article content creation as needed.
  • Act as backup for Integration related issues.

Experience and Skills Needed

  • 3-5 years of customer support experience.
  • Experience testing and replicating potential product defects within software.  
  • Must demonstrate strong communication and interpersonal skills.
  • Ability to manage through difficult issues and escalations.
  • Calm under pressure.
  • Customer advocate balanced with knowledge of the business and product direction.
  • Demonstrated ability to take initiative and use independent judgement.  
  • Requires strong software knowledge, web and mobile app navigational experience, and the ability to pick up new technology quickly.
  • Must be able to efficiently manage multiple projects and tasks at the same time.
  • Bachelor’s degree or equivalent combination of education and experience, not required, but preferred.

What Would Be Awesome To Have

  • Experience in the software or technology industry, preferably with SaaS industry experience
  • Experience with CRM and Success tools including SalesForce, ZenDesk
  • Experience with Excel or Google sheets
  • Experience with creating custom reports
  • Experience working with technology startups
  • Prior team development and training experience

What’s In It For You

  • Professional development allowance
  • Employee Stock Options
  • Paid parental leave
  • Medical benefits - employee premiums paid 100% by WIW
  • Dental benefits
  • Paid vacation and holidays
  • Flexible work environment
  • 401K Match
  • Transit Pass or parking stipend
  • Data/Cell (internet) stipend
  • Casual dress code
  • Dynamic and dedicated team

Sound Like a Good Fit?

Check out our core values. If they excite you, we’d love to talk!  Please submit the following to apply:

  • Resume (including months/years of employment for each position).
  • Cover letter including:
    • an overview of your existing customer advocacy or issue escalation experience or experience working with product teams
    • a convincing reason why you’d like to work at When I Work

*Must already be authorized to work in the United States on a full-time basis for any employer.

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