Support Escalation Management
Core
Act as a primary contact to understand issues, improve experiences for account-aligned customers, and resolve escalated issues by collaborating with engineering, operations, and vendor teams.
Role type
Senior Support Escalation Management IC
Builds
Enhanced resolution times and customer satisfaction for account-aligned customers
Domain
Technology industry customer service and support
Deliverable
client delivery
Required skills
C-level stakeholder management, issue resolution, process improvement, trend identification, executive summary creation, vendor relationship management, cross-functional collaboration
Preferred skills
Mentoring team members, strategic project participation
Technologies
M365 Fundamentals
Responsibilities
Act as primary contact for customer issues, collaborate with engineering and operations to manage escalations, manage customer and field expectations, identify systematic issues and suggest improvements, drive vendor relationships for issue resolution, provide status updates to stakeholders, mentor team members.
Seniority
Senior, hands-on IC
