At Iron Mountain we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That’s why we need smart, committed people to join us. Whether you’re looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain. We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner every day with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways. Are you curious about being part of our growth stor​y while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation. **Customer Escalation Specialist:** Join our Customer Services & Support Group as a Customer Escalation Specialist, where you will be at the forefront of providing exceptional support and building lasting relationships with our customers. This pivotal role involves owning customer issues from start to finish, proactively resolving inquiries, and serving as a trusted advisor on our products and services. If you are a customer service expert with a passion for problem-solving and a desire to make a tangible impact, we invite you to help us deliver a seamless and positive experience at every touchpoint. **Key Responsibilities:** + Manage and take ownership of customer issues and requests, providing timely and consistent resolutions within established guidelines. + Troubleshoot and resolve technical issues, escalating complex problems to internal teams as needed to ensure minimal client disruption. + Collaborate with internal departments, such as Sales and Operations, to ensure a seamless and positive customer experience. + Lead and manage account changes, including inventory consolidations and record classification projects, while ensuring all service requests are completed promptly. + Identify sales opportunities, cross-sell and upsell products, and track leads to convert satisfied customers into loyal advocates. **Requirements:** + 2 to 4 years of work experience in a customer service role. + Excellent verbal, written, and interpersonal communication skills. + Demonstrated competency in computer software packages and a detail-oriented approach to work. + Ability to work shifts based on business needs and to support customers during those times. + Preferred: An understanding of digital solutions, AI, Machine Learning, and data center awareness. + Preferred: Minimum of two years of college education, though a degree is not required. If you are a proactive problem-solver with a commitment to customer excellence, we encourage you to apply and become a key part of our dedicated team. Category: Customer Support Iron Mountain is a global leader in storage and information management services trusted by more than 225,000 organizations in 60 countries. We safeguard billions of our customers’ assets, including critical business information, highly sensitive data, and invaluable cultural and historic artifacts. Take a look at our history here. Iron Mountain helps lower cost and risk, comply with regulations, recover from disaster, and enable digital and sustainable solutions, whether in information management, digital transformation, secure storage and destruction, data center operations, cloud services, or art storage and logistics. Please see our Values and Code of Ethics for a look at our principles and aspirations in elevating the power of our work together. If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to accommodationrequest@ironmountain.com. See the Supplement to learn more about Equal Employment Opportunity. Iron Mountain is committed to a policy of equal employment opportunity. We recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. To view the Equal Employment Opportunity is the Law posters and the supplement, as well as the Pay Transparency Policy Statement, CLICK HERE **Requisition:** J0090716