Escalation Manager

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
• 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