Description
The Resolution Specialist handles escalated customer concerns, service issues, billing, performance, and compliance-related cases. The role investigates complex issues, communicates with customers, documents resolutions, recommends process improvements, monitors SLAs, and escalates high-risk matters. It requires 2–3 years of experience in customer support, customer success, dispute resolution, or escalations handling, along with strong communication, problem-solving, documentation, and cross-functional collaboration skills. The position is onsite during assigned working hours, may require coordination with global teams, and is scheduled for US Time (Night Shift Local).
