Complex Issue Resolution Manager

4 weeks ago

Bengaluru, Karnataka, India Forcepoint Full time

Job Overview

The Escalation Manager at Forcepoint plays a pivotal role in driving the resolution of complex customer issues related to our cloud, on-prem, and networking products and services. This position involves proactive monitoring, customer escalation management, and coordinating cross-functional teams to ensure timely resolution of escalated issues significantly impacting business relationships or productivity.

Main Responsibilities:

  • Serving as the primary point of contact for escalated customer issues, ensuring prompt and effective resolution.
  • Managing customer escalations and coordinating resolution efforts with key stakeholders (internal and external) by working cross-functionally to ensure issue ownership, action items, and communications are fulfilled.
  • Ensuring critical client SLAs are met and customer escalations are resolved within agreed timelines.
  • Leading improvements by monitoring dashboards to proactively identify trends and recommend technical and/or business process changes to meet expectations and optimize productivity.
  • Facilitating and reporting on weekly calls to ensure appropriate visibility of key customer issues, including escalation status reporting, statistics, trending analysis, issue status activities, and resources.
  • Maintaining clear and consistent communication with internal stakeholders and customers throughout the escalation process, providing regular updates and setting realistic expectations.
  • Overseeing the creation and distribution of customer-facing communications, including status updates, incident reports, and RCA (Root Cause Analysis) documents where applicable.
  • Preparing and presenting regular reports on the status of escalated issues, including root cause analysis and resolution timelines, to senior management.
  • Providing guidance and training to stakeholders on best practices for issue resolution and escalation management.
  • Supporting leadership in strategic, business, and operational planning.

Requirements:

  • Minimum of 3 years' experience in providing complex SaaS Customer Support, management, and/or supervision.
  • At least 3 years of experience as an escalation manager or a similar role within the networking domain.
  • At least 5 years of experience in technical support roles.
  • Strong understanding of networking and security concepts, protocols, and technologies (e.g., TCP/IP, routing, switching, firewalls, VPNs).
  • Ability to effectively operate with high energy and flexibility in a fast-paced, constantly-evolving team environment.
  • Proven track record of working collaboratively to improve the customer's experience.
  • Ability to develop collaborative relationships with customers, partners, and developers across the business at all levels.
  • Demonstrate strong interpersonal and communication skills while working with diverse audiences including highly technical IT professionals, developers, and architects.
  • Ability to navigate complexity and create collaborative, cross-functional solutions.
  • Strong communication, presentation, and relationship management skills.
  • Able to translate complex issues in an understandable, organized way.
  • Knowledge of CRM tools, preferably Salesforce.
  • Good working knowledge of MS-Office and Reporting tools.
  • Fluency in written and spoken English is a must.
  • Relevant certifications (e.g., CCNA, CCNP, ITIL) - an advantage.

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