Escalations Manager

The Escalation Manager will play a critical role in the company's support team, acting as the 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.

• 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.
• 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.
• 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.

• Experience: 5+ years 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.
• 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).
• 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.
• 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.