About the role
Customer Resolution: Act as an internal expert to resolve longer-running, sensitive, or escalated issues and identify and build relationships with internal and external teams to resolve customer issues. Lead strategic projects and provide informal coaching and mentorship to less experienced Support Escalation Managers and coordinate resources and establish relationships to remediate future issues. Collaboration: Leverage relationships to remove roadblocks and develop written protocols for issue resolution. Identify reoccurring roadblocks and escalate as needed and manage escalated issues and ensure existing processes don't hinder resolution. Communication: Manage customer and field expectations around issue response and keep stakeholders informed on issue response and resolution and build strategic relationships with internal teams and partners. Process Improvement: Surface feedback and identify systematic issues and lead process improvement efforts and review retrospective summaries and resolve recurring or sensitive issues. Vendor Relationships: Own and lead relationships with outsource vendors. Master's Degree in technology, business, or related field AND 4+ years technology industry, customer service, or related experience o OR Bachelor's Degree in technology, business, or related field AND 6+ years technology industry, customer service, or related experience o OR 9+ years technology industry, customer service, or related experience Australian Citizenship REQUIRED Cloud Technology Certification (Azure Fundamentals. M365 Fundamentals) Prior Incident and escalation management experience Proficient in C-level stakeholder management
