QA - Escalation Technician

Job Overview
The QA Escalation Technician provides Quality Assurance verification of daily Help Desk and /or Infrastructure Monitoring and Management incident tickets. The goal of this position is to minimize quality or response SLA failures and maximize customer and end-user satisfaction. This role will interface with technology partners who are part of the service delivery process and key stake holders within the company

Daily Responsibilities
The QA-Escalation technician ensures the quality of help desk and Infrastructure support through the monitoring of incident tickets, call logs, chat logs and any other communication modes related to service communications between the service provider and the end user or Primary point of contact of the client. This role will also require the monitoring and evaluation of the content and quality communications within the ticket notes and designated fields. Technician may also assist Technical Account Managers and/or Project Managers with some administration tasks and his/her schedule will allow.
- Hourly/Daily/Weekly/Monthly Quality Assurance Review of ticket queues to confirm quality and to confirm the required processes are followed by all parties and to ensure service standards are met
- Monitor all response SLAs for open tickets to ensure all required SLA expectations are being met
- Follow up/Escalation as required with any internal or external stakeholders for any open tickets requiring response or further action
- Identify any SLA breaches each day and create a daily Breach report for review
- Track QA results, analyze to identify concerns and provide QA reports to company and client management
- Regularly creates & modifies Standard Operating Procedures (SOP), Workflows and Knowledge base articles

Experience and Skill Requirements
- 5+ years’ experience of Help Desk, Call center and /or Customer Service operations
- 2+ years’ experience in a Quality Assurance and Process development capacity
- 2+ years of System Administration experience
- Experience working in an IT Ticket System (Like ConnectWise, ServiceNow, Zen Desk and other platforms)
- Problem solving skills and quick thinking to own & resolve issues independently, thoroughly & efficiently
- Perform basic research to determine practical solutions or workarounds for reported issues.
- Strong experience with Microsoft Office Suite programs (Word, Excel, Access, PowerPoint etc.)
- College degree preferred or equivalent experience
- Ability to work independently with strong personal time management skills
- Ability to analyze, organize and prioritize based on key company objectives
- Read, write, and speak fluent English
- Excellent oral and written communication skills
- Strong sense of urgency and proactive customer service