Technical Support Coordinator, Escalations

Job Summary:

The Technical Support Coordinator (Escalations) is responsible for managing and coordinating high-priority technical escalations to ensure timely resolution and clear communication across all stakeholders. Acting as the primary point of contact for escalated issues, this role ensures proper ticket handling, cross-functional collaboration, and adherence to SLAs. The coordinator plays a central role in managing Priority 1 incidents, providing real-time updates, maintaining documentation, and driving continuous improvement in escalation processes. With a focus on efficiency, accountability, and proactive support, the position supports both immediate resolution efforts and long-term service quality enhancements.

Key Duties and Responsibilities:

• Serve as the primary intake for all incoming escalations from Field Services and internal SEI partners.

• Ensure escalated tickets are properly documented, prioritized, and routed to the appropriate resolver groups.

• Coordinate with all relevant technical teams to ensure ownership and timely action on escalated issues.

• Track escalation progress and ensure SLAs are adhered to throughout the escalation lifecycle.

• Ensure all required and interested resolving parties are aware of the escalation, their responsibilities, and expected timelines.

• Facilitate collaboration between Tier 1, Tier 2, and Tier 3 support teams, as well as engineering, infrastructure, and other technical stakeholders.

• Escalate roadblocks or delays to leadership as needed to drive resolution.

• Monitor and manage all Priority 1 (P1) tickets from initiation through resolution.

• Provide regular, real-time updates on the status of P1 tickets to appropriate internal stakeholders and external partners.

• Maintain clear and consistent communication with Field teams, ensuring transparency and alignment on expectations and timelines.

• Act as the central communication bridge during high-impact incidents or outages.

• Maintain accurate and detailed documentation of all escalated cases, including actions taken, involved parties, and resolution outcomes.

• Compile and share escalation summaries and post-mortem reports with leadership and other key stakeholders.

• Identify trends and recurring issues in escalations and provide feedback to improve processes, tools, and team readiness.

• Work with leadership to refine escalation workflows and protocols to increase efficiency and responsiveness.

• Provide input into training and knowledge sharing to reduce the frequency of escalations and empower frontline support agents.

• Recommend proactive measures based on historical escalation data to prevent future high-impact incidents.

Education and Experience:

• Education: Associates/2 Yr Degree

• Years of Relevant Experience: 2+ years

Specific Knowledge and Skills:

• Solid understanding of help desk operations, ticket management systems, and troubleshooting processes for end-user technologies (hardware, software, network, point-of-sale systems, etc.).

• Excellent verbal and written communication skills, with the ability to relay technical information clearly to non-technical users and leadership.

• Experience identifying inefficiencies and contributing to process changes, SOPs, or training to enhance team performance and reduce incident volume

• Proficient in ITSM tools (e.g., ServiceNow, Remedy), collaboration platforms (e.g., Teams, Slack), and common enterprise applications (e.g., Microsoft 365).

• Ability to support knowledge base maintenance and contribute to training programs that reinforce best practices and consistency

This job description is intended to describe the general nature and level of the work being performed by the individuals assigned to this job. This is not an exhaustive list of all duties and responsibilities. Management reserves the right to amend and change the duties and responsibilities of this job to meet business and organizational needs as necessary.

If an hourly or salary range is included in this ad it represents the range 7-Eleven in good faith believes is the range of compensation for this role at the time of this posting. The Company may ultimately pay more or less than the posted range. This range is only applicable for jobs to be performed in this state. This range may be modified in the future. No amount is considered to be wages or compensation until such amount is earned, vested, and determinable under the terms and conditions of the applicable policies and plans. The amount and availability of any bonus, commission, long-term incentive compensation, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

We will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Change Initiative For Hiring.

For a general description of all benefits 7-Eleven is offering in the US for the position, please visit this link.