Global Support Escalation Manager

4 days ago

Naperville, Illinois, United States Contruent LLC Full time
Job Title: Global Support Escalation Manager

At Contruent LLC, we are seeking a highly skilled Global Support Escalation Manager to lead our technical support team in delivering exceptional customer service and support services.

Job Summary

The Global Support Escalation Manager will be responsible for managing a team of technical support professionals to ensure the successful resolution of customer issues and the delivery of high-quality support services. This role will play a critical part in maintaining customer satisfaction, driving efficiency, and enhancing the overall technical support operations for the organization.

Key Responsibilities
  1. Lead a team of technical support representatives, including hiring, training, coaching, and performance management.
  2. Develop and implement effective strategies, policies, and procedures to ensure efficient and high-quality technical support services.
  3. Monitor and analyze support metrics to identify areas for improvement and make data-driven decisions to enhance team performance and customer satisfaction.
  4. Collaborate with cross-functional teams, such as product development and customer success, to ensure effective communication and timely resolution of customer issues.
  5. Serve as an escalation point for complex customer issues and provide guidance and support to the team in resolving them.
  6. Develop and deliver training programs to enhance the technical skills and knowledge of the support team.
  7. Stay updated with the latest industry trends and technologies to ensure the team remains knowledgeable and competent in providing technical support.
  8. Foster a positive and collaborative work environment that promotes teamwork, accountability, and continuous learning.
  9. Conduct regular performance evaluations and provide feedback and coaching to team members to support their professional growth and development.
  10. Prepare and present reports on team performance, key metrics, and customer feedback to senior management.
Requirements
  1. Strong leadership and people management skills, with the ability to motivate and inspire a team to achieve goals and deliver exceptional customer service.
  2. Excellent technical troubleshooting and problem-solving skills to analyze complex issues and provide effective solutions.
  3. Proven experience in managing technical support operations, including developing and implementing support strategies, policies, and procedures.
  4. Exceptional communication and interpersonal skills to effectively interact with customers, team members, and cross-functional teams.
  5. Strong customer service orientation with a dedication to delivering an outstanding support experience.
  6. Proficiency in using support tools and systems to manage and track customer issues.
  7. Ability to work in a fast-paced environment and handle multiple priorities with a sense of urgency.
  8. Excellent organizational and time management skills to prioritize tasks and meet deadlines.
  9. Familiarity with software and hardware technologies, systems, and networks.
  10. Continuous learning mindset to stay updated with the latest industry trends and technologies.
Qualifications
  1. Bachelor's degree in a relevant field, such as computer science or information technology.
  2. Proven experience in managing a technical support team or a similar role.
  3. Strong knowledge of technical support best practices and methodologies.
  4. Experience in using support management tools and systems.
  5. Excellent written and verbal communication skills.
  6. Strong analytical and problem-solving abilities.
  7. Ability to work independently and collaboratively in a team environment.
  8. PMP or ITIL certification (preferred).
  9. Previous experience in the software or technology industry (preferred).
  10. Experience in working with customers in a B2B environment (preferred).

  • Global Support Escalation Manager

    3 weeks ago

    Naperville, Illinois, United States Contruent LLC Full time

    Job DescriptionAt Contruent LLC, we are seeking a highly skilled Global Support Escalation Manager to join our team. As a key member of our support operations, you will be responsible for leading and managing a team of technical support professionals to ensure the successful resolution of customer issues and the delivery of exceptional support services.Key...

  • Claims Supervisor

    3 weeks ago

    Naperville, Illinois, United States GB - Global Full time

    About the RoleAt GB - Global, we are seeking a highly skilled Claims Supervisor to lead our Commercial General Liability and Auto Liability Claims team. As a Claims Supervisor, you will be responsible for supervising a team of claims adjusters, guiding them to handle claims in accordance with GB - Global's Best Practices, and promoting a culture of...

  • Global Technology Architecture Manager

    3 days ago

    Naperville, Illinois, United States CellCarta Full time

    Job SummaryWe are seeking a highly skilled Global Technology Architecture Manager to join our team at CellCarta. As a key member of our Global IT leadership, you will be responsible for designing and implementing technology solutions that meet the highest industry standards.Your primary focus will be on designing infrastructure and networking at a global...

  • Global Technology Architecture Manager

    4 weeks ago

    Naperville, Illinois, United States CellCarta Full time

    Job DescriptionCellCarta is seeking a highly skilled Global Technology Architecture Manager to join our team. As a key member of our Global IT leadership, you will be responsible for designing and implementing technology solutions that meet the highest industry standards.Key Responsibilities:Design and implement global technology infrastructure and...

  • Technical Support Specialist

    2 weeks ago

    Naperville, Illinois, United States Total IT Global Full time

    Job SummaryWe are seeking a highly skilled Technical Support Specialist to join our team at Total IT Global. As a key member of our IT support team, you will be responsible for providing top-notch technical assistance to our clients.Key ResponsibilitiesTechnical Support: Provide first- and second-level technical support to clients, resolving issues in a...

  • Technical Support Specialist

    4 weeks ago

    Naperville, Illinois, United States Total IT Global Full time

    Job SummaryWe are seeking a highly skilled Technical Support Engineer to join our team at Total IT Global. As a key member of our support team, you will be responsible for providing top-notch technical support to our clients.Key ResponsibilitiesProvide first and second-level technical support to clients via phone, email, or remote access.Collaborate with...

  • Technical Support Specialist

    1 day ago

    Naperville, Illinois, United States Total IT Global Full time

    Job SummaryWe are seeking a highly skilled Technical Support Engineer to join our team at Total IT Global. As a Technical Support Engineer, you will be responsible for providing top-notch technical support to our clients, ensuring that their IT needs are met with efficiency and professionalism.Key ResponsibilitiesProvide first- and second-level technical...

  • Technical Support Specialist

    3 weeks ago

    Naperville, Illinois, United States Total IT Global Full time

    Job SummaryWe are seeking a highly skilled Technical Support Engineer to join our team at Total IT Global. As a Technical Support Engineer, you will be responsible for providing top-notch technical support to our clients, ensuring their IT systems are running smoothly and efficiently.Key ResponsibilitiesProvide first/second level contact and problem...

  • Corporate Account Manager

    1 month ago

    Naperville, Illinois, United States Ecolab Full time

    About the RoleWe are seeking a highly skilled and experienced Corporate Account Manager to join our Global High Tech Division at Nalco Water, an Ecolab company. As an Assistant Vice President of Sales, you will be responsible for developing and executing sales strategies to drive growth and revenue in the global high tech market.Key ResponsibilitiesDevelop...

  • Tech Support Specialist

    4 days ago

    Naperville, Illinois, United States Comcast Full time

    Job SummaryComcast Business is seeking a skilled Technical Support Specialist to join our team. As a key member of our Managed Services team, you will be responsible for providing exceptional customer service and technical support to our Enterprise clients.Key ResponsibilitiesHandle inbound repair requests via phone, portal, email, and network monitoring...

  • WMS Support Engineer

    3 days ago

    Naperville, Illinois, United States ClinDCast Full time

    WMS Support Engineer RoleAs a WMS Support Engineer at ClinDCast, you will play a critical role in guiding and collaborating with L1-L3 WMS support teams. Your technical expertise will be instrumental in providing assistance and resolution guidance to DC Operations. You will work closely with cross-functional IT teams to resolve support issues and upgrades,...

  • Senior Quality Assurance Manager

    3 weeks ago

    Naperville, Illinois, United States Global Pharma Tek Full time

    Job Description:We are seeking a highly experienced Quality Assurance Lead to join our team at Global Pharma Tek. The ideal candidate will have a strong background in IT QA and E2E Test management, with a minimum of 4 years of experience as a test lead.The successful candidate will have a solid understanding of SDLC, testing concepts, methodologies...

  • Technical Support Specialist

    5 days ago

    Naperville, Illinois, United States Comcast Full time

    Job SummaryWe are seeking a highly skilled Technical Support Specialist to join our team at Comcast Business. As a Technical Support Specialist, you will be responsible for providing exceptional customer service to our Enterprise clients, troubleshooting technical issues, and resolving problems in a timely and efficient manner.Core Responsibilities:Handle...

  • Electrical Engineer for Obsolescence Management

    3 weeks ago

    Naperville, Illinois, United States ALSTOM Full time

    About the RoleWe are seeking a highly skilled Electrical Engineer to join our team in Naperville, IL, US. As an Aftermarket Obsolescence Electrical Engineer, you will play a pivotal role in managing and preempting obsolescence for our Aftermarket Customers.Key ResponsibilitiesSystem Risk Assessment based on Engineering Knowledge, Alstom Procedures, and...

  • Claims Supervisor

    3 weeks ago

    Naperville, Illinois, United States GB - Global Full time

    About the RoleWe are seeking an experienced Claims Supervisor to lead our Liability Claims team at GB - Global. As a key member of our team, you will be responsible for supervising a team of claims adjusters handling complex litigation, bodily injury, and property damage claims.Key ResponsibilitiesSupervise and lead a team of claims adjusters to deliver...

  • Business Operations Specialist

    3 days ago

    Naperville, Illinois, United States Insight Global Full time

    Job SummaryWe are seeking a highly skilled Business Operations Specialist to join our team at Insight Global. In this role, you will be responsible for onboarding Ecolab customers to our digital applications, ensuring seamless access and permissions to dashboards and reports.As a Business Operations Specialist, you will collaborate with a multi-faceted team...

  • Collections Specialist

    3 weeks ago

    Naperville, Illinois, United States Insight Global Full time

    Job DescriptionA client of Insight Global is seeking a skilled Collections Specialist to join their team. This role will involve working primarily with credit card payments, handling inbound and outbound calls, and processing payments. The ideal candidate will have excellent communication skills, be comfortable working with phone lists, and have experience...

  • Collections Specialist

    3 weeks ago

    Naperville, Illinois, United States Insight Global Full time

    Job DescriptionA client of Insight Global is seeking a skilled Collections Specialist to join their team.This role will involve working primarily with credit card payments, handling inbound and outbound calls, and processing payments. The successful candidate will be responsible for taking return calls, correcting credit card setup, and ensuring PCI...

  • Nurse Practitioner

    3 weeks ago

    Naperville, Illinois, United States Capleo Global Full time

    Job Title: Nurse PractitionerJob Summary:We are seeking a highly skilled Nurse Practitioner to join our team at Capleo Global. As a critical care APRN, you will be responsible for providing high-quality patient care in our ICU setting.Key Responsibilities:Admit and manage patients in the ICUOrder and interpret diagnostic testsDevelop and implement patient...

  • Senior Financial Analyst

    3 weeks ago

    Naperville, Illinois, United States Insight Global Full time

    Senior Accountant Job DescriptionWe are seeking a highly skilled Senior Accountant to join our team at Insight Global. As a Senior Accountant, you will play a critical role in ensuring the accuracy and compliance of our financial records.Key Responsibilities:Financial Record Management: Prepare and review financial records to ensure accuracy and compliance...