Technical Escalation Analyst

Become an integral part of Menlo's dynamic team as a Technical 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

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