Job Description
The Escalation Technician will spend 80% of their time working on high priority issues.
o Working with coworkers to ensure all high priority cases are resolved in a timely manner
o Ensure daily tasks are maintained at a consistent level
o Escalate issues to other teams as necessary providing accurate information on the nature of the issue
10% of the time will be spent developing and driving integration strategy and execution.
o Meet with software engineers to ensure customer concerns are addresses
o Review all tickets to ensure no issues are being missed
o Maintain and update Jira cases to ensure communication between developers and the tech support team
o Complete weekly reports on issues, using Splunk and SQL to find issues.
10% of the time will be developing and driving training for L3s and L1s.
o Provide coaching and training for all team members to ensure technical growth on Pulse
o Document fixes developed by on-call Pulse team members and ensure GlobalCare is aware of new fixes
o Work with GlobalCare trainer to ensure new hires are trained on the latest Pulse information
o Collaborate with Pulse developers to obtain required data for fixes
$18/hr - $23/hr
Exact compensation may vary based on several factors, including skills, experience, and education. Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401K retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Skills and Requirements
- 1-2 years of experience with IT support, help desk, etc.
o Must have experience remoting in
Ability to work on weekends
Experience receiving support calls and remoting in to resolve issues
Open to on call rotation every 5-6 weeks
Strong customer service experience - Experience with Jira, SQL, ServiceNow, or Splunk
Experience supporting POS systems
Prior experience working at Comcast or Stefanini
Food service industry experience
