Job Overview
The Escalation Specialist is responsible for leading critical issue resolution, driving progress and customer satisfaction through effective collaboration with cross-functional teams.
Key responsibilities include:
* Educating and motivating teams on account management and incident response strategies.
* Driving consistency in processes and procedures across portfolios and customers.
* Developing and improving escalation protocols for efficient handling of customer issues.
Required qualifications include 10+ years of experience in customer-facing sales and/or service delivery roles, fluency in English, Spanish, and Portuguese both written and verbal, and expertise in Networking/Security Products, LAN/WAN technologies, and general routing/switching/security for branch and data center architectures.
This role demands a proactive approach, efficiency, and a passion for delivering exceptional customer experiences.