Interapt seeks an Escalation Analyst to join our Business Process Services (BPS) division. In this role, you will be responsible for managing and resolving escalated technical issues, fostering communication between departments, and ensuring client needs are met in a structured, fully remote environment.
What You'll Do
- Monitor and support the service desk for major incidents.
- Communicate and escalate incidents to appropriate support teams for quick resolution.
- Drive Major Incident calls/bridges, managing participants with a focus on restoration actions.
- Provide consulting expertise across various support teams via multiple communication channels.
- Facilitate problem identification and troubleshooting, advocating for customer success.
- Contribute as a flexible resource across different contact channels.
What We're Looking For
- 3-5 years Incident Management / Major Incident Management experience.
- Understanding of ITSM practices (Incident, Problem, Change, etc.).
- Proficient in Microsoft Office 365 tools and other collaborative apps.
- Excellent verbal and written communication abilities.
- Strong understanding of technical processes and data management.
Technical Stack
- Microsoft Office 365
- Collaborative apps
Team & Environment
You will collaborate closely with various support teams to drive incident resolution and customer success.
Benefits & Compensation
- 100% Remote Work
- Training & Development
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Family Leave (Maternity, Paternity)
- Short Term & Long Term Disability
- Wellness Resources
Work Mode
This is a fully remote position with a global work mode.
Interapt will not discriminate against applicants based on RACE, COLOR, RELIGION, NATIONAL ORIGIN, SEX (INCLUDING PREGNANCY AND GENDER IDENTITY), SEXUAL ORIENTATION, GENETIC INFORMATION, OR BECAUSE THEY ARE AN INDIVIDUAL WITH A DISABILITY OR A PERSON 40 YEARS OLD OR OLDER.
