Escalation Solution Specialist - First Advantage (Bangalore/Mumbai)

The Escalation Solution Specialist manages customer escalations, providing resolutions and enhancing relationships through effective communication and problem-solving. The Escalation Solution Specialist (ESS) plays a crucial role in managing customer escalations by receiving, evaluating, and responding to inquiries in a timely manner. As a subject matter expert (SME) in our systems and tools, the ESS interacts with customers through phone and email to provide effective resolutions to escalation issues raised by both customers and internal partners. This position is responsible for enhancing each customer's relationship with First Advantage. Support is primarily delivered by email and occasionally via phone, or at client meetings. Each escalation is unique in that there are no scripts to follow. Success in this role requires strong organizational skills, high attention to detail, effective time management, solid decision-making, keen problem-solving skills, and excellent communication. This role must be able to work independently and think outside the box to resolve complex inquiries.

First Advantage delivers comprehensive background check solutions and insights that enable employers and housing providers to make confident choices, reduce risk, and maintain compliance. With offices in 26 locations and a staff of 4,000+ employees, First Advantage leverages leading technology and the industry's largest global capabilities to complete background checks in 200+ countries and territories. If you're looking for employee or tenant background check solutions that enable fast and reliable decision making, we're your First Advantage.