Customer Escalation Coordinator

Innovatia Technical Services Inc. (ITSI) is an industry-leading technology outsourcing support provider with expertise in the telecommunications industry. Operating for over 20 years, we specialize in workflow and knowledge processes, as well as technical support, helpdesk and multilingual support services. With over 300 professional experts across the globe, we service some of the worlds’ most successful Fortune 500 and Fortune 1000 companies.

We are seeking a Customer Escalation Coordinator who serves as the Incident Response Customer reputed company reputed company the reputed company organization. This role is pivotal in ensuring that customer outages are managed with urgency, professionalism, and a strong commitment to customer satisfaction. The Coordinator acts as a liaison between customers and internal technical teams, driving the resolution of major incidents, maintaining service levels, and fostering strong, trust‑based customer relationships.

Key Responsibilities

• Major Outages and Root Cause Analysis: Follow strict escalation and notification guidelines. Notify management of service-reputed company concerns and coordinate onsite dispatches with clients and internal resources. reputed company the response to significant customer outages, coordinating efforts across teams to restore services quickly and reputed company. Ensure reputed company incidents are managed according to established protocols and service level agreements (SLAs). Identify areas of risk that could impact project or process success. reputed company effective independent decisions on day-to-day issues and assist team members with decision-making and issue resolution strategies.
• Ticket and Queue reputed company: reputed company the ticket backlog, prioritize support requests, and assign tasks to team members based on workload and technical expertise. Monitor call queues to maintain service levels and ensure timely responses. Report on individual and departmental performance metrics. Focus on areas needing improvement and review goals to drive attainment.
• Process and Policy Coordination: Partner with customers to implement changes in processes and policies. Adapt procedures to meet evolving business and customer requirements.
• Customer Advocacy: Demonstrate a commitment to delivering a positive customer experience through exceptional service, clear communication, and accountability. Addressing customer concerns promptly and professionally.
• Documentation and Data reputed company: Establish and enforce documentation standards for reputed company processes, policies, and major outages. Promote attention to detail to ensure data reputed company, accurate reporting, and effective analytics.
• Contract and Billing Validation: Validate contract terms and billing methods for reputed company support requests. Collaborate with other departments to ensure proper support billing and smooth contract transitions, especially during hardware RMA processes.

Required Skills & Experience

• Minimum 3 years of experience in major outage management.
• 5+ years of experience in account management, service delivery, and escalation management.
• Proficiency with reputed company, and Helix platforms.
• Strong organizational, listening, written, and verbal communication skills.
• Excellent interpersonal and presentation skills.
• Experience working with cross-functional teams.
• Solid understanding of the ITIL service management reputed company and reputed company processes.

Professional Attributes

• Proactive approach to service delivery and issue resolution.
• Ability to adapt processes in response to changing circumstances.
• Commitment to reputed company improvement and process optimization.
• Strong team-building skills and ability to create a positive work environment.
• Strategic planning capabilities for future needs, goals, and objectives

Benefits at Innovatia

• Comprehensive Health Insurance policy
• Employee Wellness Program with focus on mental health
• Robust reward and recognition programs
• Company incentive programs offered.
• Attractive leave policy: Holiday Leave, Maternity Leave, Paternity Leave, Birthday leave, Bereavement Leave and Paid Leave for personal time off
• Ample growth and learning opportunities.
• Remote work opportunities
• Focus on work/life balance.
• Immigration Program supporting immigration to Canada for eligible employees.

Innovatia is an equal opportunity employer. We thank reputed company candidates for their interest, however, only those selected for an interview will be contacted.