Escalations Analyst

**About Alida**

Alida believes in a world where customers are the ultimate source of truth. A world where the best business decisions are those made with customers, not for them.

Our team is reimagining how businesses make their decisions through our award-winning Total Experience Management (TXM) platform. We work with some of the world’s top companies like Twitter, Red Bull and J.Crew to help them build stronger brands, happier workplaces, winning product portfolios and lasting customer relationships. We’re backed by some of the most respected names in business including, Round13, OMERS Ventures, Georgian, W Capital and Vistara Growth. Through their support we’ve raised over $50M in the last year

The Alida team are high-performers who are committed to being bold and curious, while always leading with empathy and authenticity. We’re looking for talented people who thrive in a fast-paced environment and are keen to make an impact by bringing their big ideas to life. As a digital-first culture grounded in agility, Alida has intentionally built a hybrid work environment where our employees can choose when they’d like to work from home or come into the office to engage with their peers.

**About the Support Services Team**:
We are a global and cross-functional team dedicated to enable and empower our customers to use our products in fast, efficient, and world-class ways. The Technical Support team provides customer and internal staff with responsive and insightful technical support for all our products by working closely with our Engineering teams to provide workarounds or permanent solutions to our customers.

As an Escalation Analyst, you are responsible for overseeing priority customer technical issues, which involve understanding the impacts to the customer and the business, while working to ensure the priority and severity of the request are appropriately assigned to the resolving engineering teams.

Critical to this role is taking ownership of service requests, providing regular updates and driving the bug prioritization process to resolve escalations quickly and effectively with all necessary parties. For this role, you are expected to work with the Escalation Manager and different teams within the organization such as Engineering, Product Manager, and Cloud Engineering to ensure appropriate prioritization with on-call availability and performing tasks as required by Management.

It is our job to ensure a high level of customer satisfaction in every interaction we have with our customers.

**About the role**:

- Responsible for providing responsive and high-quality support on escalated service requests, not inclusive of product defects, to our customers for all our products and driving the escalation process to its resolution.
- Maintaining clear documentation and dialogue for all Alida customers and completely recording all communication and activity in providing updates /or resolutions for the customer on a timely basis.
- Providing excellent customer management, inclusive of excellent communications, responsive follow through, and advocacy for customer issues while facilitating conversations between internal departments to work towards a resolution. Success criteria are highly focused on customer satisfaction levels.
- Prioritizing escalation requests, and effectively driving priority investigations to their conclusion. This includes taking ownership of the data entered into the CRM system, and updating both customers and appropriate internal employees on the status of all issues on a timely basis while working with development on product issues to explore interim solutions to immediate issues.
- Collaborating extensively with peers, Customer Success Managers, Development, and Programmers to resolve client issues while actively contributing to and maintaining a growing knowledge network that improves the effectiveness of our team and the information available to our clients.
- Proactively triage and analyze product defects/bugs/trends and serve as the customer champion driving improvement opportunities on behalf of our clients.
- Providing rotational Escalations on-call support coverage to the team and Alida customers during the working week for priority out-of-hours escalations and on Canadian/US holidays as necessary, as well as participating in an on-call weekend rotation.
- Eager to keep learning about new technologies and developments and be agile with changes to the platform and environment.
- Coach and mentor the Support Team through knowledge sharing, troubleshooting and actioning sensitive Support Services requests.

**About you**:

- Excellent English, written and verbal, communication skills. Fluency in additional European languages, such as French, is nice to have.
- Bachelor's degree in computer science, management information systems /or other related field.
- Must have an understanding of the software development cycle.
- Strong problem-solving skills in complex web envir