Product Escalations Specialist

Overview:

The Opportunity

The Product Escalations Specialist serves as a final escalation point for Customer Success Managers, Customer Service, and Technical Support and works cross‑functionally with Product, Development, and Operations to drive timely, high‑quality resolutions for complex customer issues

Responsibilities:

You will:

• Serve as the final escalation point for complex and high‑impact cases before involving Product and Development.
• Own the Known Issues and bug lifecycle for assigned products, from discovery and documentation through prioritization, tracking, and communication to internal teams.
• Act as a bridge between Support and Product/Engineering, ensuring clear, data‑backed problem statements and customer impact for bugs and enhancement requests.
• Own end‑to‑end resolution of complex customer issues across multiple ConstructConnect applications (e.g., Insight, CC Project Intelligence, Bid Management/CCBM, notifications/bulletins, Takeoff products), including investigation, coordination, and final communication.
• Use Glean and other AI tools to accelerate troubleshooting, surface prior art, build lightweight automations/agents, and improve quality and consistency of communications.
• Convert working notes, OneNote pages, and ad‑hoc documentation into formal internal knowledge articles and runbooks that raise the capability of Customer Service and Technical Support.
• Provide mentoring and informal leadership for peers and new hires on troubleshooting approaches, tools, and best practices, helping define and improve team standards.

This position requires an in\-depth knowledge of company products and policies; strong problem\-solving, analytical, and documentation skills; and excellent interpersonal, communication, and customer service skills.

Qualifications:

What You'll Be Doing

• Assist team leads and frontline teams as an escalation point for Customer Service and Technical Support.
• Function as the final escalation point for cases before involving the Product and Development teams.
• Respond to and initiate contact with customers and internal partners to resolve escalated issues via phone, email, and other channels as needed.
• Test, reproduce, and verify potential bugs in company platforms/software reported by customers or internal teams.
• Log, categorize, and monitor existing bugs, providing clear updates to stakeholders and maintaining accurate status in the appropriate systems.
• Maintain and continuously improve Known Issues and bug tracking mechanisms (e.g., SharePoint/Teams lists, Jira views) to ensure they are accurate, searchable, and useful for Support and Product.
• Investigate and resolve multi‑system issues, including:
• Login and access problems (SSO, browser, permissions, subscription limits).
• Search and saved‑search behavior, filters, and results consistency.
• Email, notification, and bulletin delivery (including SendGrid and related tooling).
• Calendar sync, project links from emails, and other cross‑system workflows.
• Use and maintain proficiency in key tools, including Salesforce Service Cloud, Jira, Confluence/SharePoint, Microsoft Teams, email infrastructure tools (e.g., SendGrid), and AI tools (e.g., Glean).
• Maintain an in‑depth working knowledge of company products, systems, and processes across multiple business lines (e.g., Insight, CCPI, CCBM, bulletins, Takeoff/OST/PlanSwift).
• Document complex issues and resolutions in a way that can be converted into internal and external knowledge base articles, following defined standards and templates.
• Provide informal training and enablement for Customer Service and Technical Support on new product changes, common issues, and effective troubleshooting paths.
• Participate in UAT and other testing activities as needed to validate fixes and new features prior to release.
• This job description in no way implies that the duties listed here are the only ones that team members can be required to perform

What You Bring to the Team

Education \& Experience

• Bachelor’s Degree \+ 3 years in a technical support, consulting, and/or professional services environment
OR Associate’s Degree \+ 4 years in a technical support, consulting, and/or professional services environment OR HS Diploma \+ 5 years in a technical support, consulting, and/or professional services environment

Technical \& Analytical Skills

• Demonstrated ability to troubleshoot complex, multi‑system issues, including browser behavior, SSO/login, search logic, email and notification delivery, and integrations.
• Experience working with SaaS admin tools, logs, and data (e.g., Salesforce, Jira, SendGrid UI, spreadsheets) to identify patterns, isolate root causes, and validate fixes.
• Comfort using AI tools (e.g., Glean) as part of the daily workflow for research, drafting communications, and building small automations/agents.
• Strong documentation skills with the ability to turn informal notes into clear, structured bug reports, PES submissions, and knowledge articles.

Communication \& Collaboration

• Excellent written and verbal communication skills, with the ability to explain complex technical issues in clear, customer‑friendly language for both internal and external audiences.
• Proven track record of cross‑functional collaboration with Customer Service, Technical Support, Product, Development, Operations, and Customer Success.
• Ability to de‑escalate challenging situations and maintain trust through proactive updates, clear expectations, and well‑reasoned recommendations.

Mindset \& Behaviors

• Perpetually exhibits the ConstructConnect values, with a strong focus on customer outcomes.
• Demonstrated continuous‑improvement mindset: looks for opportunities to streamline processes, reduce repeat contacts, and improve product and support experiences.
• Acts as a trusted subject‑matter expert and mentor, willing to share knowledge, coach others, and help raise the bar for the broader team.
• Comfortable taking ownership and accountability for complex issues from initial report through to final resolution and documentation.

Physical Demands and Work Environment:

• The physical activities of this position include frequent sitting, telephone communication, and working on a computer for extended periods. Visual acuity is required to perform activities close to the eyes.
• Team members are expected to maintain a dedicated and ergonomically appropriate remote workspace.
• Team members who live within commuting distance of one of our office locations (Greater Cincinnati/Northern Kentucky or Atlanta, Georgia) are expected to work in a hybrid capacity, with regular in\-office presence every Tuesday and Wednesday each week.
• Team members who live outside of commuting distance will be designated as remote team members. While not required to report to an office regularly, remote team members may be expected to travel to a designated office location occasionally for team meetings, training, or other business needs with reasonable notice.
• All team members must reside and perform their work within the United States.

E\-Verify Statement

ConstructConnect utilizes the E\-Verify program with every potential new hire. This makes it possible for us to make certain that every employee who works for ConstructConnect is eligible to work in the United States. To learn more about E\-Verify you can call 1\-800\-255\-7688 or visit their website. E\-Verify® is a registered trademark of the United States Department of Homeland Security.

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