Escalations Specialist

Role and Responsibilities

• Primary purpose of the Escalation team is removing roadblocks on behalf of partners allowing them to focus business development.

• Demonstrating urgency and empathy on behalf of our partners is paramount

• Serve as first escalation level to remove roadblocks

• Own escalation lifecycle to resolution

• Follow established Telarus escalation process

• Advance escalation tiers as needed

• Collaborate with internal teams and partners to gain understanding of issues, action taken, action needed

• Partner with supplier and internal escalation points, up to senior leadership level, as needed for resolution

• Proactively and clearly communicate with internal and external contacts

• Provide regular status updates to partner and internal teams

• Facilitate meetings as needed to advance escalation progress and address partner concerns

• Identify opportunities for process improvement and create content for documentation

• Small scale projects as assigned

• All ES initiatives will be tracked via case and task creation in Salesforce

• Meet or exceed SLAs and performance goals

Qualifications and Education Requirements

• Three years Partner Support role or equivalent experience

• 1+ year telcom/technology channel commissions support experience preferred

• Knowledge of pre- and post-sales stages and flow in the telcom/technology industry

• Demonstrated experience with supplier escalations

• Ability and willingness to follow established processes

• Ability to understand where process is not working and take necessary action to resolve concern

• Intermediate understanding of technology product offerings including traditional telecommunications and advanced solutions

• Strong customer service background

• Microsoft application knowledge – Excel, Word, Outlook

• General computer navigation and configuration knowledge

• Intermediate Telarus systems knowledge including but not limited to Salesforce and other ancillary systems

• Strong written and verbal skills

• Ability to identify and facilitate process improvement and innovation opportunities

Preferred Skills and attributes

• Personable

• Resourceful

• Tenacious

• Problem solving

• Detail-oriented

• Communication

• Ambitious

• Efficient

• Organized

Additional Notes

Time Off is covered by other Escalation Resolution Specialist.

Consults with:

• Supplier Channel Manager

• Telarus field support

• Supplier Management

• Account Management

• Commissions/Accounting

• Engineering / Project Management

• Cable

• IT

• Marketing

• Partner Success Specialist

• Telarus Partners

• Telarus suppliers