Job Overview
We are seeking an experienced Escalation Manager to join our team. As a key member of our organization, you will be responsible for providing high-level escalation support for critical customer issues.
Our ideal candidate will have a proven track record of driving progress and resolution of customers' critical issues. They will possess strong leadership skills, excellent communication abilities, and the ability to work effectively in a fast-paced environment.
The successful candidate will lead cross-functional teams to develop and execute action plans to address critical situations. They will also be responsible for maintaining and improving procedures for customer and field personnel for escalation handling.
* Key Responsibilities:
* Lead cross-functional teams to develop and execute action plans to address critical situations.
* Maintain and improve procedures for customer and field personnel for escalation handling.
* Effectively communicate critical issue status to executive staff, sales teams, and other invested parties.
Requirements
To be successful in this role, you will need:
* Technical Skills:
* Experience with Networking/Security Products.
* Knowledge of LAN/WAN technologies, encompassing general routing/switching/security for both branch and data center architectures.
* Qualifications:
* 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.
About Us
At [Company], we are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at [Email].
We celebrate diversity in our workplace and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.
For more information about our commitment to diversity, equity, and inclusion, please visit [Company Website].