Escalation Resolution Specialist
Job Overview:
This position involves leading high-level support for critical customer issues, driving issue resolution through collaboration with cross-functional teams, and maintaining consistency across portfolios. The role requires handling direct customer interactions and technical audiences while expediting resolution.
Key Responsibilities:
* Ownership of driving progress and resolution of customers' critical issues
* Clear intake, scope, priority, exit criteria, and end-to-end process to achieve streamlined escalation resolution
* Maintain and improve procedures for customer and field personnel for escalation handling
* Handle direct customer leadership and technical audiences as appropriate
* Expedite Resolution
* Engage and lead cross-functional and geographically dispersed teams in the development and execution of action plans to address critical situations
* Strong ability to influence and be effective at assigning tasks and responsibilities to successfully achieve all key objectives of the critical account and issues
* Clear accountability on relevant owners on driving to target service-level Objectives (SLO) and intermediate milestones leading up to it
* Interlock with Executive Sponsors to help resolve roadblocks in a timely manner
Qualifications and Skills:
1. Fully fluent in Portuguese, English, and Spanish both written and verbal
2. Customer Experience:
* 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
3. Program/Project management:
* Manage critical issues in a cross-functional environment that includes working with support, customer success, professional services, sales, customers, and partners to resolve complex and critical issues
* Ability to multitask and prioritize with a goal of driving issues to closure on behalf of the customer
4. Collaboration and Influence:
* Strong capacity for Influencing, negotiating, and delegating efforts
* Ability to work in a fast-paced, challenging environment with global customers
5. Leadership and communication skills:
* Experience in being able to effectively lead and motivate a team of cross functional professionals
* Expertise in communicating complex topics in a clear and concise manner to different tiers of audiences (highly technical, less technical, executives, practitioners)
6. Technical skills:
* Experience with Networking/Security Products
* Knowledge of LAN/WAN technologies, encompassing general routing/switching/security for both branch and data center architectures