Alex da Luz

IT Escalations Support Specialist @ASOS.com

London, GB

The Escalations Support Specialist/Escalations Manager role is a high-visibility role that provides VIP support for Workplace Services issues impacting either the Senior Leadership team at ASOS or Key Departments. The role requires both cross-functional and external coordination with business functional stakeholders, our EA/PA community, Engineering, Technical Support, and Business Support Management in unison to resolve complex challenges. One of the main goals of this role will be to use key escalation learnings to provide feedback to internal teams including Support & Services, Digital Workplace Management and Engineering for process and product improvements. The most important part of the job is to communicate effectively with senior level technical and managerial individuals. The key skills for this role are: • Advanced customer service soft skills such as customer empathy, diplomacy, and problem ownership. • Strong interpersonal and communication skills while working with a diverse audience including technical support staff, engineers, PA’s, and executives. • Strong analytical and problem-solving skills. You can methodically break down a problem into its constituent parts and propose creative solutions that others can understand. • Must be able to work in an ambiguous environment with little direction. You are comfortable working in a fast paced, challenging environment. • You have “whatever it takes” customer advocate mentality that is willing to above and beyond to ensure the customers has met their objective. • Strong Experience and Knowledge of ITIL working practices

Universidad de Santiago de Compostela

Computer Engineering