Smartsheet is looking for an Escalation Analyst to join our Technical Support team who will be responsible for assessing and monitoring open customer escalations. This role is critical in ensuring that escalations are routed to the right places and are cataloged and reported to leadership.
This role does not interface directly with customers nor will it be expected to resolve cases. Instead, this role focuses on identifying the root causes of these escalations to provide insights and opportunities for possible product and process improvements for the prevention of future escalations. You will work closely with internal stakeholders from Support as well as other departments across Smartsheet.
Successful individuals in this role will enjoy researching, have strong pattern recognition skills, possess a need to “seek the truth,” and be comfortable making decisions when not all the data may be available. This position requires a motivated individual who can operate independently and as a team, and thrives on bettering our product and processes to improve customer experiences.
In 2005, Smartsheet was founded on the idea that teams and millions of people worldwide deserve a better way to achieve their very best work. Today, we provide a cloud-based platform for work execution, empowering organizations to plan, capture, track, automate, and report on work at scale, resulting in more efficient processes and better results.
Smartsheet is taking the world of work collaboration and project management by storm with its intuitive and extensible spreadsheet-like experience and rock-solid enterprise feature set.
You Will:
You Have:
Perks & Benefits:
Smartsheet provides a competitive base salary range for roles that may be hired in different geographic areas we are licensed to operate our business from. Actual compensation is determined by several factors including, but not limited to, level of professional, educational experience, skills, and specific candidate location. In addition, this role will be eligible for a market competitive incentive opportunity and some roles may be eligible for a RSU stock grant upon accepted offer. California & New York: $32.45 to $48.03 | All other US States: $30.05 to $44.47
Get to Know Us:
At Smartsheet, we’ve created a place where everyone is welcome — people from all over the world, all backgrounds, all ages, all colors, and all beliefs working side by side. Here, everyone can make a difference and empower others to do the same. You’re encouraged to apply even if your experience doesn’t precisely match our job description—if your career path has been nontraditional, that will set you apart. At Smartsheet, we empower everyone, everywhere to change the way the world works—join us!
Equal Opportunity Employer:
Smartsheet is an Equal Opportunity Employer committed to fostering an inclusive environment with the best employees. We provide employment opportunities without regard to any legally protected status in accordance with applicable laws in the US, UK, Australia, Japan, Costa Rica, and Germany. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.
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