Global Support Escalation Manager

1 month 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).

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