Accepting Internal Applicants Only The Escalation Solution Specialist ESS plays a crucial role in managing customer escalations by receiving evaluating and responding to inquiries in a timely manner As a subject matter expert SME in our systems and tools the ESS interacts with customers through phone and email to provide effective resolutions to escalation issues raised by both customers and internal partners This position is responsible for enhancing each customer s relationship with First Advantage Support is primarily delivered by email and occasionally via phone or at client meetings Each escalation is unique in that there are no scripts to follow Success in this role requires robust organizational skills to detail effective time management solid decision-making keen problem-solving skills and excellent communication This role must be able to work independently and think outside the box to resolve complex inquiries Responsibilities Efficient Application Login Availability- Demonstrate proficiency in promptly logging into and navigating multiple business applications ensuring consistent availability during scheduled work hours except for designated breaks This includes utilizing systems such as CRM platforms background check databases call center technology and communication tools like Outlook and Teams This role requires being logged in and available during these hours except for during scheduled breaks This role has schedule requirements to meet customer needs Proactive Customer Engagement- Respond proactively to inquiries from our high-value customers through various communication channels email voice Teams meetings and new communication channels as they are introduced Utilize available tools to effectively manage availability status ensuring consistent prompt and exceptional assistance to clients Additional support tools such as reports databases call recording systems may be utilized Advanced Inquiry Management Issue Resolution- Utilize your expertise to ass

📌 Escalation Solution Specialist (Bengaluru)
🏢 First Advantage
📍 Bengaluru