Job Opportunity
The position of Escalation Specialist is a strategic role that provides the highest level of escalation for customer issues that are jeopardizing business relationships and/or sales opportunities with key customers.
As an Escalation Specialist, you will lead and manage the resolution of critical issues by forming and leading cross-functional teams which are formed based on customer needs.
* Escalation Leadership: You will drive progress and resolution of critical issues
* Drive clear intake, scope, priority, exit criteria and end-to-end process to achieve streamlined escalation resolution
* Ensure global consistency across portfolio and customers
* Maintain and improve procedures for escalation handling
* Handle direct customer communication as appropriate
Expedite Resolution: Engage and lead cross-functional teams in the development and execution of action plans to address critical situations.
Effective Communication: Communicate critical issue status to executive staff, sales teams, and other invested parties.
Risk Management: Make informed decisions on elevating urgency and apply relevant focus to solve for a situation with right governance, guardrails and reviews in place.
Process Improvement: Identify systemic and pervasive issues related to products and/or processes and drive actions to prevent future problems.
Requirements
Fully fluent in Portuguese, English, and Spanish both written and verbal
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
Customer centric attitude and focus on providing best-in-class service for customers and collaborators
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.
Collaboration and Influence: Strong capacity for Influencing, negotiating, and delegating efforts.
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)
Technical skills: Experience with Networking/Security Products
Knowledge of LAN/WAN technologies, encompassing general routing/switching/security for both branch and data center architectures