Role: Technical Escalation Specialist (Team Lead Level)

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nLocation: Chennai

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nJob Details

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- Experience: 3+ years
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- Notice Period: Immediate
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- Shift Timings: Rotational shift
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- Working Days: 5
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- Transport: One-way availability
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nKey Responsibilities

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- Act as the primary technical escalation point for L1 or field teams.
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- Manage complex troubleshooting and coordinate with L3 or vendor teams.
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- Ensure structured communication and ownership until case closure.
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- Utilize defined tools, knowledge bases, and system access to support customers and technicians.
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- Handle inbound/outbound interactions via phone, email, and ticket updates.
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- Maintain consistent ticket progression with explicit notes and actions.
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- Communicate resolutions professionally to customers and field technicians.
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- Own cases end-to-end, escalating only when necessary.
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- Stay updated on product changes, system updates, and policies.




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- Meet training, certification, and QA standards.
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- Collaborate with Incident Coordinators and cross-functional teams (Field Services, Problem Management, Engineering).
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nKey Skills & Knowledge

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

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nInterested candidates can mail their cv at [email protected]

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📌 Technical Escalation Specialist//Immediate joiners Only//Chennai (Tamil Nadu)
🏢 Hiresquad Resources
📍 Tamil Nadu