Escalation Resolution Specialist

3 days ago

Anantapur, Andhra Pradesh, India beBeeEscalation Full time ₹ 80,00,000 - ₹ 1,50,00,000
Job Title: Escalation Manager

The Escalation Manager plays a pivotal role in managing and resolving escalated customer issues, ensuring timely and effective resolutions. This involves working with stakeholders across all levels of the organization, tracking progress, documenting and communicating updates to ensure customer satisfaction and improve processes.

Key Responsibilities:
  • Manage the lifecycle of an escalated incident, including acting as the single point of contact, incident intake, impact analysis, and leading investigations for major incidents.
  • Act as a bridge between customers, support teams, and other stakeholders, requiring technical understanding of the issue and ability to effectively communicate it to non-technical stakeholders.
  • Build strong working relationships with key stakeholders across various technical and non-technical teams to ensure efficient collaboration and driving down resolution times.
  • Follow established escalation procedures, including ticket assignment, tracking, and communicating the status of escalated cases, while identifying areas for improvement in the escalation process and implementing changes to enhance efficiency.
  • Investigate the underlying causes of escalated issues and work towards permanent solutions.

Furthermore, the Escalation Manager will monitor customer satisfaction, feedback, and trends, and report on the performance of the escalation process to ensure support continues to provide the best internal and customer experience possible for escalated incidents. Additionally, they will provide training and support to team members on tools used, escalation procedures, and processes.

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