Offer summary

Qualifications:

5+ years of experience in customer or technical support, with 2 years in escalation or team leadership roles., Familiarity with networking concepts and technologies such as wireless access points and firewalls., Proficient in using ticketing systems and CRM tools like Salesforce or Zendesk., Strong problem-solving, communication, and interpersonal skills..

Key responsabilities:

Act as the primary contact for escalated customer issues, ensuring swift resolution.

Monitor the escalation process and ensure timely responses within SLAs.

Advocate for customers by understanding their needs and providing clear communication.

Collaborate with cross-functional teams to resolve complex issues and implement long-term solutions.

Job description

Job Description

Position Overview: The Escalation Manager will play a critical role in company's support team, acting as a central point for managing and resolving escalated customer issues. This individual will ensure high-priority cases are addressed promptly, driving resolution while improving customer satisfaction and maintaining service-level agreements (SLAs). The Escalation Manager will also collaborate with cross-functional teams to identify systemic issues and implement corrective actions.

Key Responsibilities:

Escalation Management:

Act as the primary point of contact for escalated customer issues, ensuring they are addressed swiftly and effectively.
Monitor and manage the escalation process, ensuring timely responses and resolution within agreed SLAs.
Communicate escalation progress and outcomes to stakeholders, including customers, internal teams, and management.

Customer Advocacy:

Advocate for customers by understanding their needs, concerns, and priorities.
Provide clear and professional communication to customers throughout the escalation process.
Ensure customers feel supported and valued during challenging situations.

Collaboration and Coordination:

Work closely with support teams, field teams, and other departments to resolve complex issues.
Facilitate cross-departmental collaboration to identify root causes and implement long-term solutions.
Escalate issues further within the organization when necessary, ensuring appropriate resources are allocated.

Technical Requirements

Requirements

Qualifications:

Experience:

5+ years of experience in a customer support or technical support role, with at least 2 years in an escalation or team leadership position.
Experience in the managed service provider (MSP) industry or supporting network environments is a strong plus.

Technical Skills:

Familiarity with networking concepts, including wireless access points, switching, firewalls, and related technologies.
Experience with ticketing systems and CRM tools (e.g., Salesforce, Zendesk).

Soft Skills:

Excellent problem-solving and analytical skills.
Strong verbal and written communication skills, with the ability to simplify complex technical issues.
Exceptional interpersonal skills, with the ability to manage challenging customer interactions effectively.

Other Qualifications:

Strong organizational and multitasking abilities.
A customer-focused mindset with a passion for delivering excellent service.
Ability to remain calm under pressure and manage multiple escalations simultaneously.

Required profile