The Support Escalation Specialist works with internal Customer Success and external Benefit Leaders business partners to address issues affecting product use. The Support Escalation Specialist job will report to the Technical Customer Support organization closely partnering with the Tier 2 and Tier 3 Teams.
Responsibilities: Handles priority requests/issues that come to Support Manager channel from CSMs/ACSMs, Benefit Leaders, HR Leaders, Customer VIPs & Program Partners. This role requires advanced product, internal tool use, and support process expertise. The specialist will be responsible for handling:

• Escalations affecting all aspects of the product functionalities including but not limited to:
• Application Eligibility
• Program Activities, Milestones and Incentives
• Tracker Synching, Use and Troubleshooting
• Care Guidance Functionality and Use
• Marketplace Capabilities, Reward Centre and Store Operations

Qualifications:

• Consistently meets/exceeds the responsibilities as outlined in the Tier 1 User Support Specialist Job Description
• Takes ownership of resolving customer service issues from start to finish with a “white glove” touch
• Represents Castlight to internal and external customers with a high-standard of customer service
• Individual needs to have high business acumen when working with internal and external customers
• Must be able to demonstrate professional writing capabilities
• Responds to customer service requests within established SLA's
• Exhibits a high level of knowledge of our applications and their functionalities
• Must be able to demonstrate thorough troubleshooting skills
• Takes initiative in communicating with leadership proactively, including identifying client trends
• Demonstrates collaborative behaviors working with peers, leaders and other colleagues across departments
• Willing to work weekends / evenings and occasional overtime
• No verbal warnings/ written warnings in last 6 months or 90 days
• Receptive to feedback
• Always demonstrates a customer centric attitude

Compensation: $20-$25/hr. & bonus eligible (national average, premium markets may vary)