Job Title: Critical Issue Resolution Specialist
This is a strategic role that provides the highest level of escalation for customer issues impacting business relationships and sales opportunities.
The Escalation Manager will lead the resolution of critical issues by forming virtual teams, collaborating with various departments, and communicating effectively with customers and stakeholders.
Key Responsibilities:
* Drive 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 handling escalations.
* Engage and lead cross-functional teams in developing action plans to address critical situations.
* Effectively communicate critical issue status to executive staff, sales teams, and other invested parties.
Requirements:
Must Haves:
* Fully fluent in Portuguese, English, and Spanish (written and verbal).
* 10+ years of customer-facing sales and/or service delivery roles.
* 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.
Nice To Haves:
* Program/Project management experience.
* Ability to multitask and prioritize with a goal of driving issues to closure.
* Knowledge of Networking/Security Products and LAN/WAN technologies.
What We Offer:
• Opportunity to work with a global team
• Collaborative and dynamic work environment
• Professional growth and development opportunities