Product Escalations Specialist

This position sits within our Customer Success division which is responsible for supporting our customers at every interaction through technical support and training to create consistent high levels of customer satisfaction. 

Serves as the final escalation point for Customer Success Managers, Customer Service, and Technical Support cases/escalations and works with other business units to ensure the customer issues are resolved in an acceptable and efficient manner. This position also requires an in-depth knowledge of company products and policies, as well as excellent problem-solving, analytical, interpersonal, communication and customer service skills.

• Assist the team leads as an escalation point for Customer Service and Technical Support
• Function as the final escalation point for cases before involving the Product and Development teams
• Respond to and initiates contact with customers to resolve customer inquiries and escalated issues via phone and/or email
• Responsible for testing and verifying potential bugs in the platform/software as they’re reported by customers
• Report and monitor existing bugs to provide updates when necessary
• Evaluate customer feature requests and submit valid requests to the Product team
• Offers alternative solutions where appropriate with the objective of retaining customers
• Maintains in-depth working knowledge of company products, systems and processes
• This job description in no way implies that the duties listed here are the only ones that team members can be required to perform

• Bachelor’s Degree + 3 years in a technical support, consulting, and/or professional services environment OR Associates Degree + 4 years in a technical support, consulting, and/or professional services environment OR HS Diploma + 5 years in a technical support, consulting, and/or professional services environment
• Perpetually exhibits the ConstructConnect values
• The physical activities of this position include frequent sitting, telephone communication, working on a computer for extended periods of time. Visual acuity is required to perform activities close to the eyes.
• This position is a hybrid position and team members are expected to have a dedicated and established remote workspace.  
• Ability to work hybrid in the Greater Cincinnati/Northern Kentucky Area.

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