Customer Care Resolution Specialist

Key Responsibilities

• Ticket Follow-Up & Resolution Management
• Maintain the follow-up lifecycle of all open service tickets, proactively driving each to closure within established SLA targets.
• Monitor ticket queues and escalate aging or stalled cases to the appropriate Technical Support Specialist or team lead.
• Serve as the liaison between customers, Authorized Service Agents (ASAs), and internal technical support personnel to ensure clear communication and timely action.
• Document all follow-up activity, status updates, and resolution notes accurately within the service management system (Zendesk or equivalent).

Customer, Internal & Partner Communication

• Maintain proactive outreach to customers and service partners with regular status updates on open tickets.
• Respond to inbound ticket inquiries promptly and professionally via phone and email.
• Set and manage customer expectations regarding resolution timelines, routing technical questions to the appropriate specialist.

Technical Support Assistance (Non-Technical)

• Assist Technical Support Specialists with administrative tasks including scheduling, dispatching, and documentation.
• Cook service call logistics between field technicians and customers to ensure smooth scheduling and on-site readiness.
• Pull and distribute relevant ticket history, warranty status, and equipment records to support the technical team.

Reporting & Process Improvement

• Provide daily and weekly ticket status reports to management, highlighting open cases, trends, and resolution performance.
• Identify recurring bottlenecks in ticket flow and recommend process improvements to leadership.
• Support the team with any special projects or administrative initiatives within the Customer Care division.