Escalation Resolution Specialist
Job Description
The Escalation Resolution Specialist is a critical role responsible for managing and resolving customer issues that impact the business relationship and/or sales opportunities. This position requires strong leadership, communication, and problem-solving skills to drive expedited response, remedy, resolution, and learnings for our most critical issues.
Key Responsibilities:
* Lead cross-functional teams to resolve complex customer issues
* Develop and execute action plans to address critical situations
* Communicate issue status to executive staff, sales teams, and other invested parties
* Identify systemic and pervasive issues related to products and/or processes and drive actions to prevent future problems
Required Skills and Qualifications
* 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
* Fully fluent in English and Spanish both written and verbal
* Strong ability to influence and effective at assigning tasks and responsibilities to successfully achieve all key objectives of the critical account
Benefits
This role demands proactivity, efficiency, an unwavering dedication to constant refinement, and a passion for customer satisfaction. As an Escalation Resolution Specialist, you will be at the forefront of our commitment to cybersecurity excellence.
Others
Our team values diversity, innovation, and collaboration. We strive to create a workplace where everyone feels valued and empowered to contribute their best work.
Join us in shaping the future of cybersecurity and driving continuous learnings and efficiency into the Escalation Management and Product Lifecycle.