Escalation Incident Manager
1 month ago
At lxbfYeaa, we're committed to delivering exceptional customer experiences that exceed our customers' expectations. As an Escalation Incident Manager, you'll play a critical role in ensuring our customers receive the highest level of support and service.
{"h3": "Key Responsibilities"}- Act as a primary point of contact for customers, understanding their issues and improving their experiences with minimal guidance.
- Collaborate with internal teams to resolve customer issues, leveraging established relationships to drive results.
- Contribute to regional, inter-group, or account team unit initiatives by providing feedback to improve the customer support experience.
- Provide status updates to customers and internal stakeholders through various channels of communication, following documented processes.
- Develop strategic projects to improve resolution times, customer satisfaction, and support experience.
- Provide problem management on open cases to identify trends and highlight focus areas for customers.
- Guide customers to improve operational health and awareness of platform alerting based on performance metrics.
- Engage with engineering teams and/or operations teams to identify the right resources and ensure the right groups are engaged to resolve customer issues.
- Own escalated issues and manage account-aligned customer incidents to identify and remove barriers or escalate as necessary.
- Regularly collaborate with field teams for unified support delivery to ensure proactive services are aligned to identified problem areas.
- Manage customer and field expectations around issue response with limited support, ensuring customers and MSFT internal stakeholders stay informed on response and resolution status.
- Develop and maintain relationships with internal teams and partners, proactively communicating with senior leadership on complex issues.
- Own executive-level communications and responses to escalated issues.
- Set up and maintain customer-facing reactive chat channels, enabling swift communication during escalations and/or service-impacting events.
- Previous experience working in the technology industry, customer service, or related experience.
- Hands-on working experience in a technical support, service delivery, or consulting environment.
At lxbfYeaa, we're an equal opportunity employer. We welcome applications from diverse candidates and are committed to creating an inclusive work environment. If you need assistance or a reasonable accommodation during the application process, please let us know.
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