Project Manager

Job Description

Job Description

Position Overview: The Escalation Manager will play a critical role in company's support team, acting as a central point for managing and resolving escalated customer issues. This individual will ensure high-priority cases are addressed promptly, driving resolution while improving customer satisfaction and maintaining service-level agreements (SLAs). The Escalation Manager will also collaborate with cross-functional teams to identify systemic issues and implement corrective actions.

Key Responsibilities:

1. Escalation Management:
• Act as the primary point of contact for escalated customer issues, ensuring they are addressed swiftly and effectively.
• Monitor and manage the escalation process, ensuring timely responses and resolution within agreed SLAs.
• Communicate escalation progress and outcomes to stakeholders, including customers, internal teams, and management.
2. Customer Advocacy:
• Advocate for customers by understanding their needs, concerns, and priorities.
• Provide clear and professional communication to customers throughout the escalation process.
• Ensure customers feel supported and valued during challenging situations.
3. Collaboration and Coordination:
• Work closely with support teams, field teams, and other departments to resolve complex issues.
• Facilitate cross-departmental collaboration to identify root causes and implement long-term solutions.
• Escalate issues further within the organization when necessary, ensuring appropriate resources are allocated.

Technical Requirements

Requirements

Qualifications:

1. Experience:
• 5+ years of experience in a customer support or technical support role, with at least 2 years in an escalation or team leadership position.
• Experience in the managed service provider (MSP) industry or supporting network environments is a strong plus.
2. Technical Skills:
• Familiarity with networking concepts, including wireless access points, switching, firewalls, and related technologies.
• Experience with ticketing systems and CRM tools (e.g., Salesforce, Zendesk).
3. Soft Skills:
• Excellent problem-solving and analytical skills.
• Strong verbal and written communication skills, with the ability to simplify complex technical issues.
• Exceptional interpersonal skills, with the ability to manage challenging customer interactions effectively.
4. Other Qualifications:
• Strong organizational and multitasking abilities.
• A customer-focused mindset with a passion for delivering excellent service.
• Ability to remain calm under pressure and manage multiple escalations simultaneously.