TSOC Escalation Specialist-Remote

Remote Opportunity

As an Escalation Agent, you will manage the various escalation queues for TSOC operations. You will ensure all inquiries are responded to in the required time and with actionable and accurate information. You will also play a key role in identifying coaching and training opportunities to drive an improved customer experience.

Get great perks.

• Hourly rate of $16 to $18 per hour determined from skills and experience
• Generous amount of paid time off
• Flexible work arrangements, including remote flexible work hours
• 401(k) plan with a company match, full benefits plan and options, and associate resource group
• Associate store discount and more perks (discounts on mobile plans, movie tickets, etc.)

Managing Escalations:

• Manage the various Escalation Channels
  • Escalation queue
  • SOS tickets
  • TSOC Management email mailbox
  • TSOC associate technical escalations
  • Handle non-management escalation calls
  • Document and communicate opportunities for training and process improvement
  • Perform work order fulfillment of the standard TSOC queue.to achieve productivity goals
  • Inbound and Outbound calls with stores and TSOC team associates

Innovation & Strategy:

• Assist in development of Standards and Quality standards and steps
• Communicate training and process changes based on escalation trends
• Key in driving change to achieve Tech NPS & Tech Sat goals
• Support the TSOC In-Store workflow in identifying opportunities
• Provide solutions to our retails stores based on policy and program management
• Embrace, display, and promote Staples core values

Key Performance Indicators:

• Achieving the response times goals for escalation and ticket queues
• 24-hour response time for SOS tickets
• Same-day response for other channels
• Real-time support for the TSOC In-Store and In-Home teams
• Provide proper and accurate support to our customers
• Communicate opportunities that can be incorporated into training and/or KB content

Essential skills and experience:

• 2-4 years’ experience in an operational environment interacting with customers
• Excellent customer service skills
• Advanced technical knowledge
• Experience in handling difficult customer service situations
• Experience in supporting retail store operations
• Strong written and communication skills
• Solid data collection, analysis, and interpretation skills
• Microsoft Office proficiency, especially, Outlook, Word, and Excel

Additional Information:

• The Escalation Agent is scheduled 5 days a week. This shift is typically scheduled between 11:00AM-7:00PM to 4:00PM-12:00AM ET. The position is scheduled most weekends and the position does not support working every other weekend. Shifts will be determined by business needs. Update if hours are different
• Based on the business needs, you may be required to work overtime hours with advanced notice. Overtime may be required to handle an increase in workload, emergencies
• Must be able to work from home and must have the required workspace, dual monitors, and high-speed internet
• This role also includes administrative support, outbound calling, and other tasks/duties assigned by the business or TSOC Management