About this role
The team is seeking a Support Escalation Manager to lead customer recovery and problem resolution initiatives. This role focuses on understanding customer needs and fostering loyalty through effective resolution strategies. The ideal candidate will drive positive outcomes for both customer and partner experiences, ensuring high levels of customer retention.
Key Responsibilities:
- Manage customer recovery processes across all products and services, including M365, Azure, Windows, and networking.
- Advocate for customers to achieve the best possible resolutions in complex support scenarios.
- Collaborate with cross-functional teams to address and resolve customer issues efficiently.
- Utilize customer feedback to improve support processes and enhance overall customer satisfaction.
- Monitor and analyze support metrics to identify trends and areas for improvement.
Required Skills & Qualifications:
- Proven experience in customer support or escalation management, with a focus on technical products and services.
- Strong problem-solving skills and the ability to empathize with customers.
- Excellent communication skills, both verbal and written.
- Familiarity with cloud services, networking, and enterprise software solutions.
- Ability to work collaboratively in a fast-paced environment.
Experience:
- Minimum of 5-8 years in a related field, with a track record of successful customer engagement and resolution.
What we offer:
- A dynamic work environment focused on professional growth and development.
- Opportunities to work with cutting-edge technologies and innovative solutions.
- A supportive team culture that values collaboration and customer success.
Applications are read by our talent team, usually within two working days.
If you look like a fit we will call you, and you will hear from us either way.