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If you’ve searched “Issue Resolution Specialist job description” online, chances are you’ve seen the same recycled content: bullet points, buzzwords, and boilerplate that could apply to any role. The problem? Posts like that don’t attract strong candidates—they just flood your inbox with generic applications.
Here’s the truth: great candidates want more than a checklist of duties. They want to know why the role matters, what kind of team they’d be joining, and how they can make an impact.
That’s why, before we dive in, I recommend checking out our full guide on how to write a job post that attracts top talent , Link https://workscreen.io/how-to-write-a-job-post/ — it explains why generic posts fail and gives you a repeatable format to build from.
In this article, we’ll take those principles and apply them specifically to the Issue Resolution Specialist role. You’ll see what this job actually entails, get two ready-to-use templates, learn how to avoid common mistakes, and leave with a copy-paste version you can tailor in minutes.
Don’t let bad hires slow you down. WorkScreen helps you identify the right people—fast, easy, and stress-free.
What the Issue Resolution Specialist Role Actually Is
An Issue Resolution Specialist is the person customers turn to when something goes wrong. They don’t just log complaints or pass tickets around—they take ownership of problems, investigate the root cause, coordinate with other teams, and make sure the issue gets solved quickly and fairly.
In practice, that means:
- Troubleshooting issues and digging into the details.
- Communicating clearly and calmly with customers, even when they’re frustrated.
- Partnering with teams like product, operations, or engineering to find permanent fixes.
- Making sure customers feel supported, updated, and respected throughout the process.
This role is more than just “customer support.” It’s about protecting trust, reducing repeat problems, and improving the overall customer experience. In many ways, the Issue Resolution Specialist is both a problem-solver and a brand ambassador—because the way they resolve issues shapes how customers see your company.
Two Great Issue Resolution Specialist Job Description Templates
✅ Option A: Job Description For Experienced Issue Resolution Specialist
Job Title: Issue Resolution Specialist — Solve Complex Delivery Issues, Protect SLAs
Location: Nairobi (Hybrid) | Type: Full-Time | Salary: KES 120,000–160,000/month (DOE) | Schedule: Mon–Fri
▶️ A quick hello from your hiring manager
(Loom/YouTube link placeholder)
Who We Are — ParcelPath Logistics
ParcelPath is an East Africa–based logistics technology platform helping 4,800+ SMEs ship reliably across Kenya, Uganda, and Tanzania. Our routing engine processes 2.2M parcels/year with a 99.95% uptime and live courier tracking. We integrate with Shopify and WhatsApp Commerce so merchants can focus on growth while we handle the hard parts of delivery.
What You’ll Do (Outcomes First)
- Own escalated logistics issues and resolve within SLA; prioritize by impact and risk
- Investigate root causes; partner with Engineering to prevent repeats and cut reopen rate
- Write crisp incident reports (repro steps, scope, blast radius, ETA) and keep merchants updated
- Turn fixes into playbooks, macros, and help-center articles for the wider team
- Track and report KPIs: FCR, ART, reopen rate, CSAT after resolution
Must-Haves
- 2–3+ years in issue resolution/support/ops (ideally logistics, marketplace, or SaaS)
- Calm, concise communication—especially with frustrated users
- Proven story improving a metric (e.g., −20% ART or −30% reopens)
- Comfortable with Zendesk/Freshdesk + Jira; reads logs or dashboards confidently
Nice-to-Haves
- Experience with order/parcel systems, carrier SLAs, webhooks
- Basic data chops (dashboards/SQL/Sheets)
- Incident management exposure (post-incident reviews, status pages)
Perks & Benefits
- Medical cover (employee + dependents), paid time off, hybrid stipend
- Learning budget (books/courses), quarterly wellness day
- Equipment: laptop + home-office support
Why This Role Is a Great Fit
- You like puzzles more than scripts and measure success with real numbers
- You care about prevention, not just closure
- You write like a human and de-escalate with clarity
How We Hire (With Respect)
Application → 20-min intro → practical scenario → panel chat. We reply to all applicants within 7–10 business days.
How to Apply
We respect your time. That’s why we use WorkScreen—so you’re evaluated based on strengths, not buzzwords. Click the link below to complete your short, structured evaluation: 👉 [Insert WorkScreen Link].
Trust & Safety
We will never ask for payments, bank details, or personal financial information at any stage. Accommodations available upon request.
✅ Option B: Job Description For Entry-Level / Trainable Candidates
Job Title: Issue Resolution Specialist (Training Provided) — Help Customers Solve Product Issues
Location: Remote (Kenya) | Type: Full-Time | Salary: KES 70,000–100,000/month | Schedule: Mon–Fri
▶️ A quick hello from your hiring manager
(Loom/YouTube link placeholder)
Who We Are — ClarityDesk
ClarityDesk is a helpdesk platform used by 1,200+ SMBs in retail, education, and healthcare. We route ~50,000 tickets/month and help teams resolve issues faster with AI-assisted triage, a built-in knowledge base, and clean analytics. We’re remote-first in Kenya with hubs in Nairobi and Mombasa and a culture that prizes documentation and empathy.
What You’ll Do
- Learn to triage and investigate issues with guidance from senior teammates
- Write clear updates and timelines that reduce anxiety for customers
- File great bug reports (repro steps, scope) and follow through to closure
- Turn lessons into help articles and macros to help the next customer faster
- Track your progress against KPIs (resolution time, CSAT, reopen rate)
Must-Haves
- Strong written communication; calm under pressure
- Curiosity and willingness to learn tools and systems
- Reliable internet and a quiet workspace
Nice-to-Haves
- Experience helping customers (any industry)
- Familiarity with ticketing tools (Zendesk/Freshdesk)
- Comfort with spreadsheets/dashboards
Perks & Benefits
- Medical cover, paid time off, internet stipend
- Paid training & mentorship; clear growth path to Senior IRS/Customer Success
- Quarterly learning allowance
Why This Role Is a Great Fit
- You enjoy solving problems and explaining solutions clearly
- You want a skill-building role with real mentorship
- You care about leaving customers better than you found them
How We Hire (With Respect)
Application → async written exercise → 30-min conversation → paid trial (10 hours). We reply to all applicants within 7–10 business days.
How to Apply
We respect your time. That’s why we use WorkScreen—so you’re evaluated based on strengths, not buzzwords. Click the link below to complete your short, structured evaluation: 👉 [Insert WorkScreen Link].
Trust & Safety
We will never ask for payments, bank details, or personal financial information at any stage. Accommodations available upon request.
If your hiring process is stressful, slow, or filled with second-guessing—WorkScreen fixes that. Workscreen helps you quickly identify top talent fast, eliminate low-quality applicants, and make better hires without the headaches.
Breakdown of Why These Job Descriptions Work
Both templates are designed with the same principles in mind—but adapted to different audiences (experienced vs. trainable candidates). Here’s why they stand out compared to the generic, lifeless posts you’ll find online:
1. Clear, Specific Titles
Instead of “Issue Resolution Specialist,” we frame it with purpose and context:
- “Solve Complex Delivery Issues, Protect SLAs” for ParcelPath
- “Training Provided — Help Customers Solve Product Issues” for ClarityDesk
This makes the role feel real, mission-driven, and targeted to the right person.
2. Video Element Builds Trust
Placing a short Loom/YouTube clip before the company intro lets candidates meet the hiring manager first. It adds a human face to the job post and sets you apart from faceless, corporate ads.
3. Company-Specific “About Us”
Rather than a vague “write what your company does,” each template anchors in specifics—ParcelPath’s parcel stats, ClarityDesk’s ticket volumes. Candidates see the scale, the industry, and the mission.
4. Outcome-Oriented Responsibilities
These aren’t laundry lists. They highlight impact: reducing reopen rates, keeping customers updated, turning fixes into playbooks. Candidates instantly understand how their work moves the needle.
5. Must-Haves vs. Nice-to-Haves
Separating these avoids scaring off strong candidates who may not check every box. Experienced hires see clear expectations; entry-level candidates see permission to apply even if they’re missing some experience.
6. Transparency in Pay & Benefits
Salary ranges, medical cover, PTO, stipends—it’s all laid out. This builds trust and filters out mismatches early.
7. Distinct “Perks & Benefits” vs. “Why This Role Is a Great Fit”
Benefits cover the tangible (healthcare, training budgets). The “fit” section sells the intangible: growth path, culture, values. Together, they cover head and heart.
8. Respectful Hiring Process
Both posts show the steps, timelines, and expectations. No “only shortlisted candidates will be contacted.” Instead, they reassure applicants they’ll hear back, which makes your company stand out.
9. WorkScreen Application Block
Every template ends with the same clear CTA: applicants are evaluated on strengths, not résumés. It signals fairness, modern hiring, and respect for candidate time.
Bad Issue Resolution Specialist Job Description Example (And Why It Fails)
Job Title: Issue Resolution Specialist
Company: GlobalTech Solutions
Type: Full-Time
Location: Nairobi, Kenya
Job Summary
We are seeking an Issue Resolution Specialist to handle customer complaints and ensure timely resolution of issues. The ideal candidate will coordinate with different teams and maintain service quality.
Key Responsibilities
- Manage customer complaints.
- Escalate issues to relevant departments.
- Ensure timely closure of cases.
- Prepare daily reports.
Requirements
- Bachelor’s degree in Business, IT, or related field.
- 3–5 years of experience in a similar role.
- Strong problem-solving and communication skills.
How to Apply
Interested candidates should send their CV and cover letter to hr@globaltech.com by April 30, 2025. Only shortlisted applicants will be contacted.
❌ Why This Job Post Falls Short
- Generic Job Title
“Issue Resolution Specialist” with no context about the company, mission, or what makes this role meaningful. - Cold, Impersonal Introduction
The summary feels like filler text—no mention of why the role exists or what impact the candidate would have. - Vague Responsibilities
“Manage customer complaints” could mean anything. There’s no sense of outcomes, impact, or daily work. - Outdated Requirements
The blanket “Bachelor’s degree required” narrows the talent pool and excludes capable candidates unnecessarily. - No Salary or Benefits
Lack of transparency creates mistrust and signals an outdated hiring approach. - No Company Culture or Values
Nothing about how the team works, what the company stands for, or why someone would want to join. - Dismissive Application Process
“Only shortlisted applicants will be contacted” makes candidates feel like numbers, not people. - Zero Personality in the CTA
Instead of motivating candidates to apply, it ends with a cold email address.
Bonus Tips to Make Your Job Post Stand Out
- Add a Security & Privacy Notice
Build trust with applicants by making it clear your hiring process is safe. A simple line can go a long way:
“We take the security and privacy of applicants seriously. We will never ask for payment, bank details, or personal financial information at any point in the process.” - Mention Leave Days or Flex Time
While the job focuses on problem-solving, candidates also want to know they’ll have room to recharge. Example:
“Enjoy up to 20 annual leave days, plus flexible time off to ensure you come back fresh and focused.” - Highlight Training & Growth Opportunities
This role often attracts candidates who want to sharpen their skills. Show them you’ll invest in their future:
“We provide mentorship, access to industry certifications, and a learning allowance to support your career growth.” - Add a Loom or YouTube Video
Weave in a quick video from the hiring manager or team lead. It humanizes your company and helps candidates picture who they’ll be working with.
Here is an example that we used in our master guide on how to write a great job post description , you can check it out here https://www.loom.com/share/ba401b65b7f943b68a91fc6b04a62ad4
- Show Metrics & Career Path
Top candidates care about measurable impact and growth. Add something like:
“Success in this role looks like reducing issue reopen rates by 20% within six months. Strong performers have the chance to grow into Customer Success Manager or Operations Lead roles.” - Be Upfront About Work Conditions
If there’s after-hours coverage or on-call responsibilities, be transparent. Candidates appreciate clarity. - Share Employee Voices
Link to a Glassdoor review, testimonial, or even a short team quote:
“‘Our issue resolution team isn’t about closing tickets—it’s about preventing problems before they happen.’ — Mary, Senior IRS at ParcelPath”
Should You Use AI to Write Job Descriptions?
It’s tempting to let AI spit out a job post in seconds. Many applicant tracking systems (ATS) even include a one-click “generate job description” button. But here’s the problem: AI-written posts, without context, sound exactly like every other generic listing online. And generic listings attract generic applicants.
❌ Why You Shouldn’t Rely on AI Alone
- They’re bland. AI defaults to generic bullet points that could apply to any role.
- They attract the wrong crowd. Low-effort applicants and “apply-everywhere” job seekers flood your pipeline.
- They weaken your brand. Your job posts are often the first impression of your company. A robotic post makes your company feel cold and uninspired.
✅ The Smarter Way to Use AI
AI can be an incredible assistant—but it needs your input. Think of it as polishing your words, not replacing them. The trick is to give it raw ingredients.
Here’s how to do it right:
Step 1. Gather your details.
- What your company does (specific, not vague)
- What the role entails day-to-day
- The culture, tone, and values you want to reflect
- The exact benefits and salary range
- Who your ideal candidate is (traits, not just skills)
Step 2. Feed AI a rich prompt.
Example:
“Help me write a job post for [Company Name]. We’re hiring an Issue Resolution Specialist to [insert main responsibilities]. Our culture is [describe culture]. We want to attract candidates who are [insert traits]. We offer [insert perks, benefits, salary]. Here is our hiring process: [explain steps]. Here are a few notes I’ve written to get you started: [paste your notes]. Please structure the post in a clear, candidate-friendly way that feels warm, human, and transparent.”
Step 3. Polish, don’t paste.
Take what AI gives you and refine it with your own voice, examples, and real data. Add a video, employee quote, or specific metric—these are things AI can’t fake.
Build a winning team—without the hiring headache. WorkScreen helps you hire fast, confidently, and without second-guessing.
Need a Quick Copy-Paste Job Description?
✅ Option 1: Conversational (Culture-First Style)
Job Title: Issue Resolution Specialist — Own Complex Problems & Build Customer Trust at [Company Name]
💼 Location: [Remote/Hybrid/In-Office] (HQ: [City, State])
🕒 Type: [Full-Time/Part-Time]
💰 Salary Range: [${X},000 – ${Y},000]/year
About the Role
When customers face issues, they want fast, clear answers. As our Issue Resolution Specialist, you’ll own problems end-to-end, partner with other teams, and make sure every customer feels heard, supported, and confident in the outcome.
▶️ A quick hello from your hiring manager
[Insert Loom/YouTube link]
Who We Are — [Company Name]
[Company Name] helps [customer type] do [what you enable] with [your product/service]. We support [scale metric: “2,000+ customers” / “1M+ monthly transactions”] and care deeply about [values: “clarity, speed, honesty”]. Our team fixes root causes, not just symptoms.
What You’ll Do
- Investigate and resolve escalated issues within SLA, prioritizing by impact and risk
- Partner with Product/Engineering to prevent repeats; reduce reopen rate
- Write crisp updates (plain English timelines, next steps) that de-escalate
- Turn fixes into playbooks/macros/help-center articles
- Track and report KPIs: FCR, resolution time, reopen rate, CSAT
Must-Haves
- 1–3+ years in support/issue resolution/ops (any industry)
- Calm, clear written communication; de-escalation instincts
- A concrete example of improving a metric (e.g., −20% ART, +10 pts CSAT)
Nice-to-Haves
- Ticketing + work tracking (Zendesk/Freshdesk/Jira)
- Light data curiosity (dashboards/Sheets/SQL)
- Domain exposure to [SaaS/fintech/logistics/e-commerce]
Perks & Benefits
- [Health insurance], [paid time off], [remote/hybrid stipend]
- [Learning allowance/mentorship], [wellness day/benefit]
- [Equipment: laptop + home-office support]
Why This Role Is a Great Fit
- You prefer prevention over repetition—and measure outcomes, not effort
- You write like a human and keep calm when customers are stressed
- You enjoy cross-functional puzzles more than scripted answers
How We Hire (With Respect)
Application → [short intro call] → [practical scenario] → [team chat]. We reply to all applicants within 7–10 business days.
How to Apply
We respect your time. That’s why we use WorkScreen—so you’re evaluated based on strengths, not buzzwords. Click the link below to complete your short, structured evaluation:
👉 [Insert WorkScreen Link]
Trust & Safety
We will never ask for payments, bank details, or personal financial information at any stage. Accommodations available upon request.
✅ Option 2: Structured (Job Brief + Responsibilities + Requirements)
Job Title: Issue Resolution Specialist — Reduce Reopens & Protect SLAs at [Company Name]
💼 Location: [Remote/Hybrid/In-Office] (HQ: [City, State])
🕒 Type: [Full-Time/Part-Time]
💰 Salary Range: [${X},000 – ${Y},000]/year
Job Brief
[Company Name] is hiring an Issue Resolution Specialist to investigate and resolve complex customer issues, reduce reopen rates, and improve resolution times by partnering with Product, Operations, and Engineering.
Who We Are — [Company Name]
We help [customer type] achieve [primary outcome] with [product/service]. We operate at [scale metric] and value [2–3 values, e.g., clarity, accountability, empathy]. Our goal: fix issues fast—and make them less likely to happen again.
Responsibilities
- Triage, investigate, and resolve escalations within SLA
- File clear incident/bug reports with repro steps and scope
- Keep customers updated with status, ETA, and next steps
- Convert learnings into help articles/runbooks/macros
- Track KPIs: CSAT, FCR, reopen rate, resolution time
Requirements (Must-Haves)
- 1–3+ years in customer support, operations, or issue resolution
- Strong analytical troubleshooting and communication skills
- Steady under pressure; high empathy
Nice-to-Haves
- Experience with ticketing/work tracking (Zendesk/Freshdesk/Jira)
- Familiarity with [your domain: SaaS, payments, logistics]
- Comfort with dashboards/Sheets/SQL (basic)
Perks & Benefits
- [Health insurance], [paid time off], [internet/hybrid stipend]
- [Learning allowance/certifications], [clear growth path to Success/Ops]
- [Equipment support]
How We Hire
Application → [async written/practical exercise] → [team conversation]. Every applicant receives a response.
How to Apply
We respect your time. That’s why we use WorkScreen—so you’re evaluated based on strengths, not just résumés. Click the link below to complete your short, structured evaluation:
👉 [Insert WorkScreen Link]
Next Step: Let WorkScreen Handle the Heavy Lifting
Writing a great job description is just the start. The real challenge is what happens after you hit “publish.” Hundreds of applicants might come in—but how do you know who’s genuine, skilled, and worth your time?
That’s where WorkScreen.io comes in.
With WorkScreen, you can:
✅ Quickly identify your most promising candidates
WorkScreen automatically evaluates, scores, and ranks applicants on a performance-based leaderboard—making it easy to spot top talent, save time, and make smarter, data-driven hiring decisions.
✅ Easily administer one-click skill tests
With WorkScreen, you can administer one-click skill tests to assess candidates based on real-world ability—not just credentials like résumés and past experience. This helps you hire more confidently and holistically.
✅ Filter out low-effort and AI-generated applicants
WorkScreen automatically eliminates low-effort applicants who use AI Tools to apply, copy-paste answers, or rely on “one-click apply.” This way, you focus only on genuine, committed, and high-quality candidates—helping you avoid costly hiring mistakes.
✅ Save hours of manual screening
Instead of digging through piles of generic resumes, WorkScreen automates the busywork and gives you clarity, speed, and confidence in every hire.
If you’re ready to attract stronger candidates and make smarter, faster hiring decisions, sign up for WorkScreen.io today.
FAQ
The best Issue Resolution Specialists blend technical problem-solving with people skills. Look for candidates who:
- Stay calm and professional under pressure.
- Communicate clearly, even with frustrated customers.
- Can analyze root causes instead of applying quick fixes.
- Work cross-functionally with product, engineering, or operations teams.
- Document processes and improve systems to prevent repeat issues.
In short, you’re hiring a problem-solver who protects both your customers’ trust and your company’s reputation.
Salaries vary by location, industry, and company size. In the U.S., the average range is $42,000–$58,000 per year. In major markets or tech companies, this can climb closer to $65,000–$70,000. Entry-level hires may start in the $35,000–$40,000 range, while senior specialists with niche expertise or leadership duties can earn significantly more.
Not exactly. A support rep typically handles high-volume, first-line customer inquiries. An Issue Resolution Specialist steps in when problems are complex, escalated, or require cross-team collaboration. Their focus is on solving tough cases and reducing repeat problems, not just answering tickets.
Common performance metrics include:
- First Contact Resolution (FCR) rate
- Average Resolution Time (ART)
- Reopen rate (how often an issue resurfaces)
- CSAT/NPS scores after resolution
- SLA adherence (meeting promised timelines)
These KPIs measure both speed and quality of resolution.
Typical toolkits include:
- Ticketing systems: Zendesk, Freshdesk, Jira Service Desk
- Collaboration tools: Slack, Microsoft Teams
- Knowledge bases: Confluence, Notion, HelpScout Docs
- Analytics dashboards: Looker, Tableau, or even Excel/Google Sheets
