Escalation Specialist

Position Summary

The Escalation Specialist provides advanced-level support to customers and internal teams by troubleshooting and resolving complex issues related to Neptune’s hardware and software products.

This position bridges the gap between front-line Support and Software, ensuring escalated customer concerns are documented, investigated, and resolved efficiently.

The individual in this role will work closely with the Software, Marketing, and System Support teams to communicate product issues, gather data for ongoing cases, and contribute to the creation of training and support documentation.

The Escalation Specialist is expected to demonstrate strong technical knowledge, attention to detail, and effective communication skills to ensure timely and accurate issue resolution

Responsibilities:


* Provide high level technical support for Neptune’s hardware and software products via phone, chat, email, and remote sessions.


* Create, review, analyze, and troubleshoot escalated customer cases, ensuring detailed documentation of findings and actions taken.


* Collaborate with the Software and Marketing teams to report and track product issues, following up as needed until resolution.


* Support internal communication by sharing case updates, issue trends, and recommendations with the Support team.


* Develop and update technical support documentation, FAQs, and troubleshooting guides.


* Participate in internal meetings and product review sessions to stay informed of product updates and known issues.


* Aid and mentor less experienced team members.


* Provide feedback to management and development teams regarding recurring issues and potential product or process improvements.

Requirements

Education:                        Associates degree in technical field required.

BA/BS Degree in MIS related field preferred.

Experience:                      5+ years of relevant experience in technical support or a related field

Skills:                                 Excellent interpersonal, written, and verbal communication skills.

Exceptional attention to detail and accuracy.

Field support experience, field product repair experience, or field technical support in a technical, MIS, computer, or networking related area.

Location:                          Tallassee, Alabama

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Customer Support