Support Escalation Manager

Role & responsibilities

• Customer recovery and problem resolution, with a focus on customer listening, empathy, and meaningful resolution that inspires customer loyalty.
• Drive positive results for customer & partner experience and customer retention
• Drive customer recovery across all products, services, and customer support scenarios such as M365, Azure, Windows, networking etc., Specialization may occur based on expertise and business need.
• Advocate for the best resolution possible for the customer while balancing Client policy and interests through exception management.
• Communicating effectively case status and roadblocks to stakeholders.
• Mentoring and consultation with team members
• Documentation of customer issues for further analysis by the business.
• Identifying reoccurring or emerging issues and escalating to the appropriate channels
• For technical issues, engagement with Engineering with respect to the release of code/updates to address critical, systemic and emerging issues.
• Work closely with Supportability Program Managers, Technical Advisors, Escalation Engineers, and cross organizations to ensure that key support escalations are addressed.
• Adhere to strict SLAs
• Self-prioritize and manage case work
• Contribute towards the identification, documentation and elimination of root cause.
• Identify opportunities to provide better customer experience
• Triage and case assignment as needed
• Share knowledge and leverage the ideas of others to help the team grow and develop
• Other duties as assigned

Preferred candidate profile

Passionate about resolving complex problems

• A service customer advocate at heart; ability to empathize
• Effective active listening
• Strong organizational skills and the ability to self-direct work to meet deadlines
• Confident with their own judgement of a situation and able to articulate the reasoning behind it
• Exceptional troubleshooting and problem-solving skills
• Ability research issues and documentation, leverage knowledge base, training and consultations to find solutions
• knowledge and experience in Microsoft Products such as M365, Azure etc.
• Knowledge of Operating Systems, Active Directory, Clustering and Networking an advantage.