Support Escalation Specialist

Job Description: Support Escalation Specialist (Part-Time / Remote) – Singapore, PlayStation

Role Overview:

The Support Escalation Specialist is responsible for handling complex customer issues that cannot be resolved by frontline support. This part-time, remote-friendly role involves working closely with technical teams to ensure timely and effective resolution, maintaining high customer satisfaction standards for PlayStation users.

Key Responsibilities:

• Manage and resolve escalated customer support cases across multiple channels.
• Collaborate with technical, product, and operations teams to identify solutions.
• Track and report recurring issues and suggest process improvements.
• Maintain clear documentation of escalations, resolutions, and customer communications.
• Ensure timely follow-ups and maintain high standards of customer service.
• Identify trends in escalations to help prevent future issues.