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Escalation Analyst at Summit Brands

Kansas City, Missouri, United States -

Full Time

Start Date

Immediate

Expiry Date

23 Dec, 25

Salary

0.0

Posted On

25 Sep, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Networking Concepts, TCP/IP, DHCP, DNS, Web Filtering, Network Printing, VoIP, Group Licensing, Remote Desktop Support, Google Workspace for Education, Device Imaging, Troubleshooting, Documentation, Customer Satisfaction, Empathy

Industry

IT Services and IT Consulting

Description

Description Become an integral part of Menlo's dynamic team as a Escalation Analyst. You will play a crucial role in ensuring the smooth resolution of complex technical issues and customer concerns. Your impactful contributions will directly enhance education and communities, and you will be part of a collaborative team dedicated to continuous learning and innovation. If you are ready to make a meaningful contribution to a rapidly expanding company that values your skills and determination, Menlo is the place for you. You Will: Handle escalated cases from our frontline support team and provide timely and effective solutions to meet our client's needs Collaborate closely with various internal teams, including technical support, operations, and account management, to ensure customer satisfaction and maintain high service levels Serve as the point of contact for escalated technical issues and customer complaints, demonstrating a high level of professionalism and empathy Analyze and troubleshoot complex technical problems, utilizing your in-depth knowledge of our products and services Collaborate with the frontline support team to gather relevant information and provide guidance on issue resolution Recognize service gaps and fill in as a utility player as necessary to complete work and close tickets when service requests spike or service desk resource availability is low Create and maintain detailed documentation for system configurations and processes Requirements You Have: Strong knowledge of high-quality end-user technical support, related to enterprise software and hardware Understanding of networking concepts and protocols: TCP/IP, DHCP, DNS 2 years experience in an MSP environment Preferred experience supporting web filtering, network printing, VoIP, group licensing, remote desktop support, Google Workspace for Education, and device imaging

Responsibilities

Handle escalated cases from the frontline support team and provide timely solutions. Collaborate with internal teams to ensure customer satisfaction and maintain high service levels.