Escalations Specialist

As an Escalation Specialist, you will be responsible for handling requests for escalation of Technical Support cases, to ensure timely and effective resolution. This role involves collaboration with various teams, including front-line support, go to market (GTM) teams, and customer onboarding, to address and resolve issues efficiently. Meetings with customers will be arranged to work through their concerns and offer a solution which restores their satisfaction with Turnitin. Case resolutions will be shared with Client Success Managers (CSM) or Account Managers to aid with customer retention. Key responsibilities include handling escalations from internal stakeholders, adhering to best practices, delivering excellent customer service, identifying process improvements, and conducting customer outreach. You will also facilitate communication within the team, monitor customer calls, and actively progress in personal and professional development.