Job
Description
As a duty manager at ChargePoint, you will be overseeing the Primary Technical Assistance Center's Escalation Management Program (PTAC), which is crucial for the success of our business. Your role will require in-depth knowledge of international services/support operations and factors influencing customer satisfaction. You will be responsible for managing technical escalations for significant customers, driving escalations through Support and Engineering teams, and corresponding with internal and external stakeholders, including Executive Management. Your ability to handle multiple objectives, excellent communication skills, executive presence, and a sense of urgency to solve client problems will be essential. You should possess a big picture perspective, be practical, and thrive in a matrixed setting. **Responsibilities:** - Complete oversight and efficient management of escalations to ensure customer loyalty - Manage and oversee the resolution of highly visible, international, and strategic customer issues to ensure complete customer satisfaction - Communicate and collaborate with CP Engineering or Sales teams on complex technological problems - Prioritize problems and provide thorough information in a timely manner to customers, account teams, and Executives - Foster customer confidence and trust in ChargePoint support - Identify patterns in escalations and inform support managers and engineering - Coordinate with internal departments to meet customer needs while managing customer expectations - Report account or issue status to management and customers in an executive summary format - Proactively identify risks and work with internal teams to mitigate them - Participate in internal initiatives and projects to enhance knowledge exchange and best practices **What You Will Bring to ChargePoint:** - Tenacious commitment to customer-focused support - Exceptional escalation management and documentation skills - Sense of urgency in handling customer escalations - Account and case management skills, including investigating and understanding current and historical issues for specific accounts - Open communication, ability to give and receive actionable feedback - Proactive identification of areas to reduce escalations and improve support experience - Setting high standards in de-escalations and increasing customer loyalty by driving account recovery **Aptitudes:** - Ability to prioritize, multi-task, and perform effectively under pressure - Analytical skills to translate technical concepts into business terms and map business requirements to technical features - Strong communication, interpersonal, motivational, and organizational skills - Collaboration with various departments to provide timely Root Cause Analysis for escalations **Requirements:** - 7+ years of relevant work experience in Escalation Management in a large Technical Support Environment - Bachelor's degree or equivalent - Willingness to work night shifts (EST/PST Time zone) - Excellent written and verbal communication, including technical writing skills - Proficient in Root Cause Analysis and Reporting - Highly proficient in managing critical escalations or accounts from a support perspective **Experiences Desired:** - Minimum of 5 years in handling Escalation Management in Mission Critical Environments of Enterprise accounts - Experience with large-scale, technologically complex accounts challenging product capabilities - Demonstrated ability to communicate, present, and influence effectively at all levels of the organization - Strong knowledge of Microsoft Office products, familiarity with Salesforce, CRM, and communications or telephony systems ChargePoint is an equal opportunity employer. If your experiences and skills align with the company's needs, you will be contacted directly. ChargePoint does not accept solicitations from recruiting agencies.,
