Hiresquad Resources
Website:
hiresquad.in
Job details:
Role: Technical Escalation Specialist (Team Lead Level)
Location: Chennai
Job Details
- Experience: 3+ years
- Notice Period: Immediate
- Compensation: Up to 11 LPA (based on last CTC & experience)(Hike maximum 25%)
- Shift Timings: Rotational shift
- Working Days: 5
- Transport: One-way availability
Key Responsibilities
- Act as the primary technical escalation point for L1 or field teams.
- Manage complex troubleshooting and coordinate with L3 or vendor teams.
- Ensure structured communication and ownership until case closure.
- Utilize defined tools, knowledge bases, and system access to support customers and technicians.
- Handle inbound/outbound interactions via phone, email, and ticket updates.
- Maintain consistent ticket progression with clear notes and actions.
- Communicate resolutions professionally to customers and field technicians.
- Own cases end-to-end, escalating only when necessary.
- Stay updated on product changes, system updates, and policies.
- Meet training, certification, and QA standards.
- Collaborate with Incident Coordinators and cross-functional teams (Field Services, Problem Management, Engineering).
Key Skills & Knowledge
- Strong analytical and troubleshooting skills across hardware/software environments.
- Excellent written and verbal communication in English.
- High attention to detail and structured problem-solving approach.
- Ability to multitask and manage multiple open tickets.
- Customer-focused mindset with accountability for resolution.
- SLA compliance, QA scores, customer satisfaction, and case progression metrics.
Education: Graduate
Interested candidates can mail their cv at simmi@hiresquad.in
Click on Apply to know more.