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Support Escalation Manager
Descriere Companie
For our client, an American company, the largest software producer in the world, we are looking for a Support Escalation Manager.
Descriere
Being responsible for providing design, planning, and implementation services for customers and partners through billed engagements;
Ensuring accelerated adoption of technology through strategic, architectural, and operational alignment within engagement delivery implementation;
Acting as a primary contact for moderate to highly complex (e.g., longer running issues or more sensitive issues) escalation issues for customers;
Collaborating with various internal and external teams to resolve customer issues;
Communicating with the customer to understand their issue and improve their experience;
Mentoring others on the Support Escalation Management team;
Leading projects to drive key strategic initiatives;
Providing status updates to customers on moderate to highly complex issues over the phone or through email regarding issues following documented process;
Identifying and driving opportunities within the team and across stakeholder groups in postmortem discussions to remediate future issues;
Developing and maintaining relationships with internal teams, partners, and senior leadership;
Collaborating, leveraging relationships, and influencing engineering teams and/or operations teams to identify the right technical resource and ensuring the right groups are engaged to resolve highly complex customer issues;
Owning escalated issues and managing customer incidents to identify and remove barriers;
Ensuring existing processes are not a blocker to customer issue resolution.
Cerințe
Experience working with Microsoft products and services;
Technical support experience (M365, Azure, on-prem/server technologies);
Ability to identify short-term mitigation and propose options for longer-term resolution;
Excellent judgment, and decision-making skills;
Ability to manage and work within ambiguity to reach a successful outcome;
Ability to influence and build relationships in an international environment;
Escalation management & Critical situation handling;
Collaborative team player with strong stakeholder management skills;
Strong prioritization and time management;
Demonstrated project management experience.
