Escalation Specialist

About the Role 

We are looking for an experienced ORM Executive to join our team. You will be responsible for handling 

customer inquiries and troubleshooting technical issues via email and chat. The ideal candidate will have 

prior experience in ISP, Telecom, or similar industries, with a strong ability to diagnose and resolve 

technical concerns while maintaining a high level of professionalism. 

This role requires excellent written English skills, attention to detail, and the ability to communicate 

effectively with global customers. Additionally, proficiency in Italian, French, Japanese, German, or 

Spanish is a strong plus, as we support a diverse international clientele. 

Experience - 1 to 6 years

Salary - upto 25k

Job location - Marol, Andheri East

5 days working

8 am to 8 pm shift (9 hr rotational shifts)

Key Responsibilities 

● Respond promptly to customer inquiries via email and chat. 

● Diagnose and resolve technical issues related to ISP, Telecom services, or similar industries. 

● Provide clear, step-by-step troubleshooting assistance to customers. 

● Maintain detailed and accurate records of customer interactions. 

● Collaborate with internal teams to escalate and resolve complex technical concerns. 

● Ensure high-quality customer support while meeting SLAs for response and resolution time. 

● Offer multilingual support, if applicable, to enhance customer experience

Why Join Our client, an international Digital Marketing agency 

● Work with a leading Brand Authority Management agency with a global presence. 

● Opportunities for career growth and skill development. 

● Competitive salary and performance-based incentives. 

● A collaborative and dynamic work environment. 

● Exposure to international clients and multilingual customer engagement opportunities. 

● Health Insurance Cover 

● Cross-Project Exposure 

● Skill Training Workshops 

● Travel Allowance 

● Performance Linked Incentives 

● Attendance Bonus 

● Open Door Policy