Escalation Resolution Specialist
We are seeking a highly skilled Escalation Resolution Specialist to join our team in resolving critical customer issues that impact business relationships and sales opportunities.
Your Key Responsibilities:
* Develop clear intake processes, scope, priority, exit criteria, and end-to-end procedures for streamlined escalation resolution.
* Maintain and improve customer and field personnel procedures for effective escalation handling.
* Communicate directly with customer leadership and technical audiences as required.
* Lead cross-functional teams in the development and execution of action plans to address complex situations.
* Provide regular updates on critical issue status to executive staff, sales teams, and other stakeholders.
Required Qualifications and Skills:
* Proficiency in Portuguese, English, and Spanish, both written and verbal.
* At least 10 years of experience in customer-facing sales and/or service delivery roles.
* Prior experience as an Escalations Engineer/Manager, Technical Account Management, Engineering Management, Customer Support Management, or similar roles is desired.
The ideal candidate will possess strong influence and delegation skills, excellent communication abilities, and experience working in fast-paced environments with global customers. They should also have knowledge of LAN/WAN technologies, encompassing general routing/switching/security for branch and data center architectures.