Support Escalation Manager

3 days ago

Gurugram, India Launch IT Consulting Full time

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.

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