Leading Escalation Resolution Specialist
We are seeking a highly skilled Escalation Manager to join our Global Incident and Escalation Management team. As a key member of this team, you will be responsible for leading the resolution of customers' critical issues, driving expedited response, remedy, resolution, and learnings for our most critical issues.
This is an exciting opportunity to work with a talented team of professionals who are dedicated to providing exceptional customer service and support. You will have the chance to make a real impact on our customers' experiences and help shape the future of our organization.
To succeed in this role, you will need to possess excellent communication and leadership skills, as well as the ability to work effectively in a fast-paced environment. You should be proficient in technical skills related to networking and security products, including LAN/WAN technologies and general routing/switching/security for both branch and data center architectures.
Key Responsibilities:
* Lead the resolution of customers' critical issues, ensuring timely and effective resolution.
* Drive expedited response, remedy, resolution, and learnings for our most critical issues.
* Collaborate with cross-functional teams, including Support, Customer Success, Professional Services, Sales, Customers, and Partners.
* Maintain accurate records and reports, providing regular updates to stakeholders.
* Develop and implement process improvements to enhance efficiency and effectiveness.
Requirements:
* 10+ years of experience in customer-facing sales and/or service delivery roles.
* Prior experience as Escalations Engineer/Manager, Technical Account Management, Engineering Management, Customer Support Management, or similar roles.
* Fully fluent in Portuguese, English, and Spanish, both written and verbal.
* Strong technical skills related to networking and security products.
* Excellent communication and leadership skills.
Benefits:
We offer a competitive salary and benefits package, including opportunities for professional growth and development. Our team is passionate about delivering exceptional customer service and support, and we are committed to creating a positive and inclusive work environment.