Support Escalation Manager
2 meses atrás
**Description**:
**Main Tasks and Responsibilities**:
Customer Resolution:
- Acts as a primary contact for moderate to highly complex (eg. longer running issues or more sensitive issues) escalation issues for customers. Collaborate with various internal and external teams to resolve customer issues. Communicate with customers to understand their issue and improve their experience. Mentors others on Support Escalation Management team. Leads projects to drive key strategic initiatives.
- Identifies and drives opportunities within team and across stakeholder groups in postmortem discussions to remediate future issues.
Collaboration & Communication:
- Develops and maintains relationships with internal teams, partners, and senior leadership.
- Collaborates, leverages relationships, and influences engineering teams and / or operations teams to identify the right technical resource and ensures the right groups are engaged to resolve highly complex customer issues.
- Owns escalated issues and manages customer incidents to identify and remove barriers. Ensuring existing processes are not a blocker to customer issue resolution. Mentors other Support Escalation team members on how to handle moderate to highly complex cases.
Process Improvement:
- Identifies systematic issues and process breakdowns.
- Creates an executive summary detailing the customer issue, impact on the business, and status of the resolution. Identifies patterns in customer issues and identifies strategies to resolve reoccurring issues.
**Requirements**:
- 3+ years technology industry, customer service, or related experience.
- Experience working with Microsoft products and services.
- Information Technology Infrastructure Library ( ITIL ) Foundation Certification.
- Technical support experience ( M365, Azure, on-prem / server technologies ).
- Ability to identify short term mitigation and propose options for longer term resolution.
- Excellent judgment, decision making skills, and the ability to work under continual deadline pressure.
- Ability to manage and work within ambiguity to reach a successful outcome.
- Ability to influence and build relationships in an international environment.
- Inquisitive and proactive, actively identifying new problems to resolve.
- Escalation management & Critical situation handling.
- Collaborative team player with strong stakeholder management skills.
- Strong prioritization and time management.
- Demonstrated project management experience.
- Influencing for impact, experience in working with various groups for common goals.
- Fluency in English (Must Have).
**Join us. Let's innovate together**
**Requirements**:
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