Area Support Lead Crisis Prevention and Management
Core
Subject matter expert leading strategic projects to improve resolution times, customer satisfaction, and support experience while preventing escalations.
Role type
Senior IC Area Support Lead (Crisis Prevention and Management)
Builds
Written protocols and process improvement initiatives for global customer issue resolution
Domain
Technology industry customer support and crisis management
Required skills
Crisis management, C-Suite communication, Project management, Process improvement, Strategic project leadership, Protocol development, Systematic issue identification, Global perspective, Escalation management, Technology industry experience
Preferred skills
Unified Deal Construction knowledge
Technologies
Azure Fundamentals, M365 Fundamentals
Responsibilities
Lead strategic projects to improve resolution times and customer satisfaction; Establish and oversee development of written protocols for customer issue resolution; Collaborate with leadership to identify systematic issues and lead process improvement efforts; Provide direction to prioritize efforts to prevent and reduce escalations/crises; Support Area Connected Reactive Support forums with identified actions.
Seniority
Senior, hands-on IC