Modern work management platform
Tier 2 Escalation Specialist
Location
United Kingdom
Posted
2 days ago
Salary
0
Seniority
Mid Level
No structured requirement data.
Job Description
Tier 2 Escalation Specialist
Smartsheet
Role Description Smartsheet is looking for a Tier 2 Support Escalation Specialist who will be responsible for tackling escalated technical cases from the Support team. They are expected to thoroughly research, test, and document the issue and work directly with customers to resolve their case. The Tier 2 Escalation Specialist works very closely with Tier 3 Escalation Engineers and may often interact with Smartsheet Product & Engineering teams as necessary. The Escalations Team are leaders in the Smartsheet Support organization and looked upon in developing internal processes, helping define KPIs, improving tooling, and identifying areas of opportunity for improvement for the entire organization. This role is responsible for validating, investigating, resolving and/or escalating customer reported issues from the frontline teams, and updating internal/external documentation of their findings as needed. The ability to rapidly shift focus between tasks is key as the Support Escalations team plays a critical role in crisis management and production service impacting events. Successful individuals in this role will enjoy researching, creating, testing, and documenting unknown errors for workarounds and reproducing errors with the appropriate level of escalation documentation to ensure successful handoff to the internal engineering teams and Tier 3. This position requires a highly motivated individual who operates independently and thrives on solving Smartsheet’s toughest problems for our customers. You Will: - Handle escalated cases from the Support team with a high sense of urgency and ownership while keeping the customer appropriately apprised of the investigation. - Support customers via email, chat and phone with strong writing skills and excellent phone manner. - Thoroughly understand, reproduce, document, and solve technical issues. - Identify opportunities for improvement to the Smartsheet application, API, and our various apps and integrations. - Work closely with colleagues on a daily basis to help research and resolve the most complex customer impacting issues. - May rarely assist, at the guidance of a Tier 3 Escalation Engineer, investigation of service impacting events by determining impact, capturing customer signals, and helping manage internal & external communications in crisis management production investigations. - Help build and maintain technical and process documentation for internal and external customers. Qualifications - 2+ years support experience, preferably in an escalations capacity and in a SaaS environment - Ability to work independently or collaboratively in a fast-paced environment - A firm grasp of and comfort using cloud applications - General understanding with HTML, CSS, and one or more programming languages (Javascript, Python, Ruby, Java, C#, etc.) - Desire and aptitude to quickly ramp up on new technologies, languages, and frameworks - Confidence and strong interest in problem solving - Excellent interpersonal and communication (written & verbal) skills and prior customer-facing experience - Possess superior technical troubleshooting skills - Experience working with ticketing / CRM tools, Salesforce/Service Cloud a plus - Willingness to engage on complex matters - Comfortable working in ambiguous situations with little to no direction - Ability to recognize and respond accordingly to how any single issue is affecting a customer(s) - Legally eligible to work in the UK on an ongoing basis Benefits - Employer-paid Private Medical and Dental, additional cost for family members - Monthly contributions toward your pension - Monthly stipend to support your work and productivity - 25 days paid for Holiday + Bank Holidays + Flexible Time Away Program - 20 weeks fully paid Maternity Leave - 12 weeks fully paid Paternity/Adoption Leave - Personal paid Volunteer Day to support our community - Opportunities for professional growth and development including access to Udemy online courses - Company Funded Perks including a counseling membership, salary sacrifice options, and your own personal Smartsheet account - Teleworking options from any registered location in the UK (role specific)
Related Guides
Related Categories
Related Job Pages
More Customer Support Jobs
Role Description Für unseren Kunden aus der Telekommunikationsbranche in Bern, suchen wir eine:n erfahrene:n, motivierte:n und aufgeschlossene:n Customer Care Consultant (Service Desk Agent). Auch Quereinsteiger:innen mit hoher Lernbereitschaft sind herzlich willkommen. - Sicherstellen einer hohen telefonischen Erreichbarkeit (Service Level) - Erste Anlaufstelle für sämtliche Mitarbeitenden unserer Geschäftskunden bei IT-Störungen & -Anliegen aus den Bereichen: - Workplace, Betriebssystem, Passwort- & Accountmanagement, Identifikations- & Accessmanagement - Office-Palette, O365 Cloud-Dienste, Exchange-Kommunikation (Outlook, Teams) - Citrix-Plattformen, Netzwerkinfrastruktur, Drucker, SharePoint, Intranet - Korrekte Erfassung, Analyse, Triage von Störungen und Anfragen - Einwandfreie Bearbeitung aller Aufträge gemäss den vorgegebenen Standards und Einhaltung der definierten Prozesse, Weisungen, Richtlinien und ITIL Best Practices - Weitere spezifische Aufgaben im Rahmen unserer diversen Mandate Qualifications - Erfahrung und Freude am telefonischen Kundenkontakt - Gute IT-/PC-Kenntnisse mit einem technischen Interesse und Verständnis - Hohe Flexibilität und nahtloses Wechseln von einem Thema zum anderen - Rasche Auffassungsgabe, Treffen von Entscheidungen (auch unter Druck) und Bewusstsein der Folgen - Sehr hohe Zuverlässigkeit und Pünktlichkeit - Neugier und ständige Bereitschaft Neues zu lernen und Streben nach Verbesserungen - Sprachliche Flexibilität und einwandfreie Ausdrucksweise in Wort und Schrift, Niveau B2 in Deutsch, Englisch und Französisch Company Description Die Coopers Group AG ist eine agile Schweizer Recruiting Agentur, die Spezialisten und Führungskräfte in den Bereichen IT, Life Sciences, Engineering und Finance vermittelt. Mit flexiblen Ansätzen bringen wir Kandidat:innen und Unternehmen zusammen, die nicht nur fachlich, sondern auch menschlich zusammenpassen.
Customer Service Advisor
THG IngenuityTHG Ingenuity is a fully integrated digital commerce ecosystem, designed to power brands without limits. Our global end-to-end tech platform is comprised of three products: THG Commerce, THG Studios, THG Fulfilment. Each represents a single, unified solution, overcoming challenges and taking brands direct-to-consumer. Our client portfolio includes globally recognised brands such as Coca-Cola, Nestle, Elemis, Homebase, and Proctor & Gamble.
Role Description As a customer service advisor, you’ll be the first point of contact for our valued customers, assisting with a wide range of inquiries – from product advice to resolving order issues. You’ll engage with customers across various communication channels, including live chat, phone, email, and social media, ensuring that every interaction reflects our commitment to outstanding service. What sets us apart is the continuous support you’ll receive, helping you master what it takes to provide exceptional service. In addition, you’ll receive specialised brand training tailored to your team, giving you in-depth product knowledge and the opportunity to experience products first-hand. Here at Ingenuity, when you show up, you're ready to put your best foot forward and be an active part of our team. We're looking for someone who is ready to dig in and tackle challenges head-on, and ultimately, get it done by seeing every task through to completion. Key Responsibilities - Working across multiple channels including emails, phones, live chat, and social media. - Work towards achievable department targets while maintaining high level quality at each point of contact. - Engaging with customers daily in a polite, professional manner. - Assisting customers with all queries regarding product advice and general customer service queries. - Collaborate with team members and different departments to enhance overall customer service. - Utilise ongoing training to deepen product knowledge and deliver top-notch service. Qualifications - Strong written and verbal communication skills in both English & German. - Willingness to learn and develop new skills. - A professional, friendly and hard-working individual. - Early promise of showing our core values – Show up, Dig in and get it Done. Benefits - Career Development: Access bespoke development programmes designed by our in-house L&D team. - Continued development through our upskilling programme delivered in partnership with an industry-leading training provider. - Enhanced Leave: 25 days annual leave plus bank holidays. - Enjoy your birthday off on us! - Enhanced maternity and paternity pay, depending on length of service. - Up to 10 days compassionate leave. - Buy back up to 3 days each year. - Unlock 2 days volunteer leave after 12 months. - Wellbeing Support: Access face-to-face and virtual appointments with our in-house GP. - Access our in-house CBT therapist. - Access to our in-house dentist for routine check-ups, emergency appointments, and more. - Access our 24/7 Employee Assistance Programme (EAP) provided by Bupa. - State-of-the-art on-site gym at our Manchester Offices. - Access to our on-site physio. - Other Perks: Save up to 12% on the cost of personal tech through our salary sacrifice scheme. - Up to 50% staff discount on THG brands. - On-site staff shop. - Refer a friend and get up to £1000 when they pass their probation. - Anniversary gifts when you hit 5 and 10 years of service. Company Description THG Ingenuity is a fully integrated digital commerce ecosystem, designed to power brands without limits. Our global end-to-end tech platform is comprised of three products: THG Commerce, THG Studios, THG Fulfilment. Each represents a single, unified solution, overcoming challenges and taking brands direct-to-consumer. Our client portfolio includes globally recognised brands such as Coca-Cola, Nestle, Elemis, Homebase, and Proctor & Gamble.
• Process and monitor customer orders from placement through delivery • Respond to customer enquiries regarding orders, bookings, payments, delivery tracking, and general support • Coordinate with customers, practitioners, and pharmacy/delivery partners • Follow up on outstanding orders and enquiries • Re-engage previous customers through reminders and follow-up communications • Assist with general administrative tasks and light content-related work as the role evolves
Danish Speaking Customer Care for Online Marketplace
Mercier Consultancy GroupA fast-growing, operator-led GTM consultancy building AI-powered revenue systems for modern sales teams. The business was founded by experienced CROs who have carried quota, and specializes in engineering end-to-end revenue infrastructure that converts market signals into qualified pipeline — at speed and scale. The company is AI-native and increasingly code-first in its approach, using a sophisticated internal tech stack including custom AI agent orchestration, workflow automation, signal detection and enrichment, multi-channel outreach delivery, and operational intelligence tooling. AI systems are embedded throughout the entire execution layer. They serve growth-stage B2B companies scaling between $1M and $100M+ ARR who need systematic, automation-driven competitive advantages — built on infrastructure, not headcount.
Role Description Are you someone who speaks Danish and is ready to work from the beautiful country of Greece? At Mercier Consultancy, we are looking for a serious and driven Danish Speaking Customer Representative for our client who's looking forward to relocate to Greece, and experience the life abroad, enabled by a Fully Paid Relocation package. This position provides a fantastic opportunity to deliver excellent customer service and further your career while enjoying the vibrant culture and lifestyle Greece offers. - Exceptional fluency in Danish (both written and spoken) is required. - Minimum English proficiency equivalent to a B2 level. - Strong communication and interpersonal skills. - Comfortable using computers and willing to learn new software tools. - Ability to work in a team-oriented environment. - Willingness to relocate and live in Greece. Qualifications - Exceptional fluency in Danish (both written and spoken). - Minimum English proficiency equivalent to a B2 level. - Strong communication and interpersonal skills. - Comfortable using computers and willing to learn new software tools. - Ability to work in a team-oriented environment. - Willingness to relocate and live in Greece. Requirements - Exceptional fluency in Danish (both written and spoken). - Minimum English proficiency equivalent to a B2 level. - Strong communication and interpersonal skills. - Comfortable using computers and willing to learn new software tools. - Ability to work in a team-oriented environment. - Willingness to relocate and live in Greece. Benefits - Competitive Monthly Salary - Fully Paid Relocation Package - Over 300 days of sunshine each year - Monthly Performance Bonus - 2 Extra Salaries Per Year - International Career - Fully Paid Training - Health Insurance - And Much More...
