Incident Resolution Specialist
The role of Incident Resolution Specialist is to lead and manage the resolution of critical customer issues that are jeopardizing the business relationship and/or sales opportunities.
This position requires a strategic, high-visibility individual who can form and lead an interdepartmental team to resolve complex issues. The successful candidate will have strong leadership and communication skills, as well as experience in managing cross-functional teams and driving process improvements.
Key Responsibilities
* Drive clear intake, scope, priority, exit criteria, and end-to-end process to achieve streamlined escalation resolution
* Engage and lead cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations
* Maintain and improve procedures for customer and field personnel for escalation handling
* Handle direct customer leadership and technical audiences as appropriate
Required Skills and Qualifications
To be successful in this role, you will need:
* Fully fluent in Portuguese, English, and Spanish both written and verbal
* 10+ years of customer-facing sales and/or service delivery roles
* Past experience as Escalations Engineer/Manager, Technical Account Management, Engineering Management, Customer Support Management, or similar roles desired
* Strong capacity for influencing, negotiating, and delegating efforts
* Ability to work in a fast-paced, challenging environment with global customers
* Leadership and communication skills
* Experience in being able to effectively lead and motivate a team of cross-functional professionals
Benefits
This role offers a unique opportunity to make a significant impact on our customers' experiences. As an Incident Resolution Specialist, you will have the chance to work on complex issues, develop your skills, and contribute to the growth and success of our organization.