Support Escalation Manager
- Launch It Consulting
- 8 - 12 years
- Noida, Gurugram
- 2 months ago
- Email to a friend
- Report this job
Job Description
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.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer SuccessRole: Customer Success - OtherEmployement Type: Full timeContact Details:
Company: Launch It ConsultingLocation(s): Noida, Gurugram
Keyskills: Escalation Management Team Management Escalation Tracking IT Products Customer Recovery Ticketing Tools
Similar positions
Launch It Consulting
Launch IT India is wholly owned subsidiary of Launch / Direct Technology ( http://www.launchcg.com http://directtechnology.com ) a US company, offers attractive compensation and work environment for the prospective employees. Launch is an entrepreneurial business and technology consultancy. We help ...
Job Listings
We are in open beta version of website, please let us know if any issues, at: info(at)indigojobs.in