7-Eleven · 2 hours ago
Technical Support Coordinator, Escalations
SSC Enon OH
Full-time
Onsite
Entry Level
$25/hr - $25.50/hr
2+ years exp7-Eleven is a well-known convenience store chain, and they are seeking a Technical Support Coordinator for Escalations. This role is responsible for managing high-priority technical escalations, ensuring timely resolution and clear communication among stakeholders while maintaining documentation and driving continuous improvement in escalation processes.
RetailFood and Beverage
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
Qualification
Required
Education: Associates/2 Yr Degree
Years of Relevant Experience: 2+ years
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
Company
7-Eleven
7-Eleven is a convenience retailer store with retails of food and beverage. It is a sub-organization of Seven & I Holding.
10001+ employees
H1B Sponsorship
7-Eleven has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (116)
2024 (105)
2023 (132)
2022 (132)
2021 (73)
2020 (71)
Funding
Current Stage
Public CompanyTotal Funding
$3M2023-07-17Undisclosed· $3M
1998-02-04IPO
Leadership Team
Douglas Rosencrans
Interim Co-CEO
Stanley Reynolds
President
Recent News
2026-02-10
Company data provided by crunchbase