Support Escalation Specialist
Support Escalation Specialist
Posted on :
20-12-2024
Employer Active
1 Vacancy
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Job Description
- Acts as a primary contact for moderate to highly complex (e.g. 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.
- Provides status updates to customers on moderate to highly complex issues over the phone or through email regarding issues following documented process.
- Identifies and drives opportunities within team and across stakeholder groups in postmortem discussions to remediate future issues.
- 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.
- 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.
Qualifications :
- About three years of experience in technology industry customer service or related experience.
- Experience working with Microsoft products and services.
- Technical support experience (M365 Azure onprem / 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 influence and build relationships in an international environment.
- Fluent in English.
Remote Work :
Yes
Employment Type :
Contract
Employment Type
Remote
Key Skills
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