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In this role you will lead critical incident triage and action-plans to safeguard customer success, collaborating with global engineers and partners. You drive clear communications and consolidate reporting to enable long-term improvements. You balance high-pressure escalation management with cross-functional coordination to deliver a seamless voice of the customer. This position offers exposure to a hybrid, global Support environment and the chance to influence product and process outcomes.
Compensaciones / Beneficios
- hybrid work model with in-office days per location
Responsabilidades
- Triages critical incidents and develops action plans for customer success
- Owns and manages multiple concurrent critical incidents
- Collaborates with a global team of Resolution Managers to ensure continuity
- Delivers internal and external communications during incident lifecycles
- Produces consolidated reporting for trend analysis and long-term planning
- Develops and delivers Post Assessment Reviews to identify improvements
- Escalates and manages issues as needed with internal and external parties
- Optimizes handovers and engineering engagements by representing the voice of the customer
- Works with technology partners to resolve issues and drive ecosystem improvements
- Provides support on weekdays and off-hours on a rotated basis
Requisitos principales
- 3+ years in escalation, technical support, and/or customer management in enterprise environments
- Advanced customer interaction skills
- Ability to translate customer frustration into positive outcomes
- Experience in field or technical support
- Strong organizational skills and multi-tasking xqziphu under high stress
- Flexible hours and ability to handle high-profile customer situations
- Experience facilitating executive-level conference calls
- Bachelor of Science in Computer Information Systems or equivalent experience
- Account management or account executive skills for project tracking
- Effective verbal and written communication with customers and partners