Escalation Specialist

Position: Escalation Specialist

Industry: Software & Technology

Working Duration: 18 months contract

Working Day/Hours: Monday - Friday; 6.30am PM

Working Location: Menara Shell, KL Sentral

Salary: Up to RM 8,400 (Based on experience + skills)

About the Role

The Escalation Specialist role requires a proven ability to manage complex and sensitive situations with strong communication skills and customer empathy. This position is responsible for ensuring the technical readiness and overall improvement of the customer and partner experience by supporting supplier support teams. The Technical Advisor is also expected to develop strong cross-functional relationships, working collaboratively with service delivery managers, team leads, and senior stakeholders across the organization. Clear, professional communication suitable for Executive-level, Legal, and PR stakeholders is essential. The role further includes driving continuous improvement initiatives to support operational needs, enhance cost efficiency, and improve the customer experience through innovative projects.

Role Responsibilities:

As a Escalation Specialist, you will represent the organization in vendor communications to assist customers and partners in resolving issues involving various products and services. This role provides the opportunity to foster positive customer relationships and build vendor and customer loyalty while effectively handling challenging situations.

• Act as a bridge between supplier teams and internal teams to drive triage, consultations, case reviews, and proper escalation transfers between tiers.

• Drive ownership of issues through resolution, ensuring effective communication with stakeholders at all levels (internal and external).

• Facilitate, mentor, and coach others to advocate and drive swift responses for customers and partners during active cases and extended engagements.

• Plan readiness and knowledge requirements by developing training plans for supplier teams based on skill gap analysis.

• Ensure policies, tools, and process updates are delivered in a timely and high-quality manner.

• Identify and implement improvement opportunities through Post-Mortems, partnering with stakeholders to drive accountability for action items.

• Collaborate effectively to resolve internal/external customer and partner issues and enhance business processes to improve the support experience.

• Provide timely engagement when urgent or complex escalations arise.

• Conduct proactive and reactive case reviews to ensure case wellness, provide necessary recommendations, and identify improvement opportunities.

Requirements:

• A customer advocate at heart; prior Customer Service experience required.

• Extensive experience in a customer-oriented role, with at least 2–3 years in a technical or partner support function (preferred).

• Strong negotiation, conflict management, and problem-solving skills.

• Excellent interpersonal, written, and verbal communication skills.

• Broad knowledge of relevant products and services.

• Understanding of partner programs and policies (preferred).

• Exceptional organizational skills to manage escalations effectively across multiple internal groups.

• Action-oriented mindset with the ability to drive issues to resolution on behalf of customers and partners.

• Proficiency in spoken and written English is essential.

Preferred Qualifications:

• Technical support background or experience

• Previous partner or vendor service delivery experience

How to Apply:

Interested candidates are invited to submit their application via LinkedIn or email and Please include "Escalation Specialist'' in the subject line.