Technical Escalation Manager

Description

Are you a passionate problem-solver with a knack for leading teams and delivering exceptional customer service? Join our rapidly growing technology solutions provider as a key member of our team. In this role, you will play a crucial part in ensuring our clients receive top-notch support and in resolving complex technical issues.

Responsibilities

• Lead technical escalations by coordinating resolution efforts and managing incident bridges.
• Drive resolution of critical issues, ensuring they’re resolved within agreed-upon timelines.
• Improve processes by identifying opportunities for enhancement and implementing changes to optimize efficiency.
• Analyze data by tracking and reporting on key performance indicators to identify trends and areas for improvement.
• Facilitate communication by clearly articulating technical information to both technical and non-technical audiences.
• Identify and document root causes of issues to prevent future problems.
  
  

You’re a Perfect Fit If

• You have 3-5 years of experience in a management role, preferably in a call center or managed services environment.
• You are a technical expert with a strong understanding of our products and services.
• You possess a natural problem-solving ability and a passion for finding solutions.
• You are a strong communicator and collaborator.
• You are highly organized and detail-oriented.
  
  

Why Join Us?

• Be part of a fast-paced and innovative company.
• Work with a talented and supportive team.
• Enjoy a competitive salary and benefits package.
• Have the flexibility to work remotely.
  
  

Employment Type: Full-Time