8 days old

Field Escalation Analyst

Minneapolis, MN 55423
  • Job Code

Position Overview:

Responsibilities/Deliverables that the resource will be responsible for:

Field Escalation Support

  • Receive inbound calls from Retail Field Leadership and/or other support groups.
  • Review and monitor retail incident tickets escalated through the Retail Field Escalation Team.
  • Work with support groups, other Field Escalation Team analysts, and incident contacts to resolve incident tickets on a general "First-in / First-Out" (FIFO) basis with consideration of ticket Priority.
  • Verify retail incidents are addressed within stated SLA times, escalating as necessary.
  • Proactively identify areas of improvement within the Field Escalation Team (e.g., knowledge, SOP, team functionality).
  • Assist with solutions to undocumented issues if possible; assist with knowledge creation.
  • Verify customer concurrence on incident resolution.
  • Establish priorities based on business needs, as well as manage triage efforts for problems that may arise.
  • Maintain documented SLAs based on process requirements, working to minimize SLA breaches.
  • Review high priority incident tickets to verify quality of work.
  • Interface with support groups as needed to provide incident review, feedback, and suggestions for improvement (i.e., knowledge).
  • Test new tasks and documentation of new processes and procedures.
  • Recognize, facilitate, and establish escalation requirements for Retail incidents.
  • Enforce Retail Field Escalation Team standards and practices, verifying these are effective, efficient, and up-to-date.
  • Create and publish Field Escalation status reports.

Retail Depot and Incident Management

  • Review and monitor Retail depot queues and automation of processes
  • Monitor Retail depot equipment inventory and process orders for replenishment of equipment
  • Escalate depot incident with the suppliers for resolution
  • Manage lost depot equipment process
  • Follow manual processes required for handling cross functional incidents
  • Assist in tracking resolution of escalated equipment service support issues

Skills Overview:

What are the MUST have skills that you are looking for in a candidate?

  • 1 years of customer service or analyst or PM experience and/or general retail business experience
  • Proficient technical skills (e.g., Microsoft Word, Excel)
  • Strong Interpersonal Skills with Communications (Verbal and written)

What are the technologies and the depth of the technologies that a candidate must have in order to be successful in this role?

  • MS Word & Excel

What are the soft skills that you feel candidates must-have in order to be successful in this role?

  • Written & verbal communication


  • Information Technology

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Field Escalation Analyst

Randstad Technologies
Minneapolis, MN 55423

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Field Escalation Analyst

Randstad Technologies
Minneapolis, MN

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