Senior Technical Support Leader

2 days ago

Bengaluru, Karnataka, India beBeeEscalation Full time
Escalation Manager Position

We are seeking a skilled Escalation Manager to oversee the day-to-day operations of our Incident Management Team.

This is a senior role that requires strong leadership skills, excellent communication abilities, and a proven track record in enterprise technical support. The ideal candidate will be able to drive customer satisfaction through effective customer support, act as a mentor and provide oversight, coaching, and training to team members, and be the point of contact for technical escalations.

  • Responsibilities:
  • Oversee the day-to-day operations of the Incident Management Team.
  • Act as a senior agent who will drive customer satisfaction through customer support.
  • Act as a mentor and provide oversight, coaching, and training to IM staff.
  • Be the point of contact when it comes to technical escalations.
  • Record and track team SLAs and workflows.
  • Provide support where needed for both internal and external customers.
  • Clearly communicate escalated issues to Tier 3 and product managers as needed.
  • On-board all new IM team members.
  • Assist in the creation of the team KPIs as well as monitor and report on results.
  • Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner.
  • Work to create any relevant support material for the team.
  • Provide a feedback loop to wider staff and customers on resolved and in progress problems and incidents.
  • Implement any necessary preventive measures to reduce customer faults and issues.
  • Requirements:
  • BS degree in Information Technology, Computer Science or equivalent.
  • Proven working experience in enterprise technical support, Product support.
  • Proven people management and leadership skills.
  • Excellent communicator, both oral and written.
  • Strong problem solving and communication skills.
  • Strong analytical skills to investigate and resolve customer support tickets.
  • Able to multi-task efficiently under time pressure.
  • Previous experience in managing customer focused teams, Proven experience in managing a service and support focused team culture.

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