Escalations Specialist
McGraw Hill · United States
- Hybrid
- Full-time
- $47,000 / year
- United States
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Job highlights
- Manage complex customer issues and drive resolution.
- Liaise between internal teams and global customers.
- Maintain escalation tracking systems for accuracy.
- Identify and address systemic customer issues.
- Support continuous improvement in resolution times.
About the role
Overview
Make an Impact!
At McGraw Hill we create best-in-class, next-generation learning platforms that are used by millions of students and educators worldwide from kindergarten through graduate school. Our goal is to accelerate student success through intuitive and effective learning tools and content that maximize a teacher’s time and a student’s learning experience. We do all of this in a supportive, collaborative environment where you can grow your career in a way that fits into your life.
How can you make an impact?
McGraw Hill, the leading provider of digital and print educational resources, is looking for an Escalations Specialist. The Escalations Specialist is a facilitator and connector responsible for finding the right experts, engaging them, and keeping critical customer issues moving. This individual owns the narrative and coordination of escalations so that Sales and customers have one clear source for status and decisions. The role serves as a liaison between internal groups and our global customers, owning the issue and communication until resolution.
This is a remote position open to applicants authorized to work for any employer within the United States.
What you will be doing:
- Manage high-impact escalations, handling complex, multi-ticket customer issues (often A-Class or strategic districts) that require cross-team collaboration and rapid resolution.
- Maintain the escalation tracker, Salesforce, Jira, and other tools for all stakeholders, ensuring real-time accuracy.
- Facilitate communication and cross-functional coordination between Sales, Support, Product, Engineering, Integrations, and Content teams to bring issues to resolution.
- Identify systemic patterns and recognize when individual tickets are part of larger, recurring escalations (e.g., data and reporting issues, integration failures).
- Represent the customer voice internally, providing clear and timely updates to external customers and internal teams via phone, email, or meetings.
- Support continuous improvement by identifying and implementing opportunities to reduce escalations and improve resolution cycle time.
- Generate and distribute reports that drive issue resolution, fulfill customer report requests, and inform product and engineering prioritization.
- Provide escalations support beyond standard hours, including support for both U.S. and international teams as needed (may include non-standard working hours and weekend availability).
We’re looking for someone with:
- Bachelor’s degree desired.
- 3+ years of job-related experience in technical or integration support, or escalation management.
- Strong analytical and problem-solving abilities.
- Proven ability to manage complex, multi-stakeholder issues.
- Strong organizational skills with the ability to prioritize competing demands in high-pressure situations.
- Self-motivated, detail-oriented, and capable of working independently.
- Professional demeanor and composure in challenging situations.
- Demonstrated patience and ownership in all interactions.
- Working knowledge of Windows and Mac environments, as well as standard office tools.
- Proficiency with MS Office Suite and web browsers (MS Explorer, Firefox, Chrome, Safari).
- Experience navigating and tracking issues across multiple platforms (ticketing systems, CRM, collaboration tools).
- Ability to generate reports from systems and databases.
- Strong attention to detail and record-keeping accuracy.
- Experience in learning management systems or educational technology.
- Proficiency with Jira and team collaboration tools (Confluence, Slack).
- CRM experience (Salesforce.com).
- Project management and cross-functional coordination experience.
- Experience managing escalation tracking systems and dashboards.
Key skills/competency
- Escalations Management
- Customer Support
- Problem-Solving
- Cross-functional Collaboration
- Project Management
- Jira
- Salesforce
- Communication
- Analytical Skills
- Technical Support
Skills & topics
- Escalations Specialist
- Customer Support
- Technical Support
- Issue Resolution
- Problem Solving
- Collaboration
- Jira
- Salesforce
- Remote Work
- Educational Technology
How to get hired
- Tailor your resume: Highlight experience in technical support, escalation management, and CRM/Jira proficiency.
- Showcase problem-solving: Provide examples of managing complex, multi-stakeholder issues and driving them to resolution.
- Emphasize collaboration: Detail your experience facilitating communication between different teams like Sales, Support, and Engineering.
- Quantify achievements: Use data to demonstrate your ability to reduce escalations or improve resolution cycle times.
- Prepare for interviews: Be ready to discuss how you handle high-pressure situations and maintain composure.
Technical preparation
Familiarize yourself with Jira and Salesforce.,Practice troubleshooting complex technical issues.,Understand CRM and ticketing system workflows.,Review best practices for cross-functional collaboration.
Behavioral questions
Describe a complex issue you resolved.,How do you handle difficult customers?,How do you prioritize competing demands?,Give an example of owning a problem.
Frequently asked questions
- What is the salary range for an Escalations Specialist at McGraw Hill?
- The estimated pay range for an Escalations Specialist at McGraw Hill is between $45,500 - $49,500 annually. This range can vary based on factors like job-related knowledge, skills, experience, and location. McGraw Hill also offers a comprehensive benefits package.
- Is the Escalations Specialist role at McGraw Hill remote?
- Yes, the Escalations Specialist position at McGraw Hill is a remote role open to applicants authorized to work for any employer within the United States.
- What are the primary responsibilities of an Escalations Specialist at McGraw Hill?
- As an Escalations Specialist, your primary responsibilities include managing high-impact customer escalations, facilitating cross-functional team collaboration, maintaining accurate tracking systems, representing the customer voice internally, and identifying opportunities for continuous improvement in issue resolution.
- What kind of experience is required for the Escalations Specialist position?
- The role requires approximately 3+ years of job-related experience in technical or integration support, or escalation management. A Bachelor's degree is desired. Proficiency with tools like Jira, Salesforce, and other collaboration platforms is essential.
- How can I ensure my application stands out for the Escalations Specialist role?
- To make your application stand out, emphasize your experience in managing complex issues, your ability to collaborate across different departments, your proficiency with relevant tools like Jira and Salesforce, and your strong analytical and problem-solving skills. Quantifying your achievements in previous roles will also be beneficial.
- Does McGraw Hill offer benefits for the Escalations Specialist role?
- Yes, McGraw Hill offers a full range of benefits, which may include medical and/or other benefits, depending on the specific position offered. You can learn more about their benefit offerings via the provided link.
- Will I need to work outside of standard business hours as an Escalations Specialist?
- Yes, this role may require providing escalations support beyond standard hours, including support for both U.S. and international teams. This could involve non-standard working hours and weekend availability.