Role: Technical Escalation Specialist (Team Lead Level)

Location

Chennai

Job Details Experience

3+ years Notice Period:

Immediate Shift Timings

Rotational shift Working Days

5 Transport:

One-way availability

Key Responsibilities Act as the primary technical escalation point for L1 or field teams. Manage complex troubleshooting and coordinate with L3 or vendor teams. Ensure structured communication and ownership until case closure.

Utilize defined tools, knowledge bases, and system access to support customers and technicians. Handle inbound/outbound interactions via phone, email, and ticket updates. Maintain consistent ticket progression with clear notes and actions.

Communicate resolutions professionally to customers and field technicians. Own cases end-to-end, escalating only when necessary. Stay updated on product changes, system updates, and policies. Meet training,



certification, and QA standards.

Collaborate with Incident Coordinators and cross-functional teams (Field Services, Problem Management, Engineering).

Key Skills & Knowledge Solid analytical and troubleshooting skills across hardware/software environments. Excellent written and verbal communication in English. High attention to detail and structured problem-solving approach. Ability to multitask and manage multiple open tickets. Customer-focused mindset with accountability for resolution. SLA compliance, QA scores, customer satisfaction, and case progression metrics.

Education

Graduate

Interested candidates can mail their cv at [email protected]

📌 Technical Escalation Specialist//Immediate joiners Only//Chennai
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