We are seeking to hire two Escalation Managers in Uptown, Dallas Texas for our local client. This is an onsite role.
We will have rolling interviews over the next few weeks. Please apply or send resumes direct to Spencer Skinner, sskinner@MAstaffing.com for more information.
As our client continues to expand their customer base, they are seeking a dynamic and customer-centric Escalation Manager to join them as a full time, direct hire.
Management of Escalations:
- Successfully manage all escalated issues (hardware or software), ensuring that they are addressed promptly, effectively, and in alignment with our customers' expectations
- Collaboration and Motivation: Coordinate with support engineers and sustaining engineers, providing clear direction and motivation to ensure collective efforts towards swift issue resolution
- As the Escalation Manager in Technical Support, you will play a pivotal role in ensuring the highest level of customer satisfaction by effectively managing and resolving escalations
- You will be the point of contact for all escalated customer issues, working closely with and leading both support engineers and sustaining engineers throughout the lifecycle of an escalation, to drive timely and satisfactory resolutions
- Resolution Reflection: Analyze completed escalations to identify root causes, trends, and areas for improvement, feeding insights back into the support process, education, and product to prevent future issues
- Customer Communication: Keep customers informed about the progress of their escalated cases, next steps, addressing concerns, and maintaining a high level of customer confidence throughout the resolution process
- Customer Advocacy: Serve as the advocate for customers within the organization, championing their needs and influencing product enhancements based on recurring issues
- Process Enhancement: Collaborate with cross-functional teams to refine and improve escalation management processes, ensuring efficiency and effectiveness
Experience & Education:
- 8+ years of experience in a technical customer-facing role, preferably in technical support or customer support, with a proven track record of successfully managing escalations
- Leadership: Demonstrated ability to motivate and lead teams through challenging situations, fostering a positive and collaborative atmosphere
- Proven ability to hold yourself accountable to commitments and “Do what’s right” mentality
- Technical Acumen: Solid understanding of software products and systems
- Strong technical acumen and able to facilitate effective communication between customers and technical teams
- Communication: Excellent written and verbal communication skills, including the ability to convey technical concepts to non-technical audiences and executives
- Problem-Solving: Strong analytical and problem-solving skills, with the ability to think on your feet and make decisions under pressure
- Customer-Centric: Genuine passion for customer success and satisfaction, with an unwavering commitment to putting the customer first
- Data-Driven: Proficiency in collecting and analyzing data to derive meaningful insights for process improvement and strategic decision-making
- Adaptability: Ability to adapt to a fast-paced, rapidly evolving environment while maintaining a positive attitude
Important items to note:
- Expected salary range of 90-100k USD.
- Full time position: benefits, vacation, 401k match, etc.
- This role is onsite, Dallas Texas, M-F. Remote work is not available for this role.
- All full time employees must pass a full background check, references, and mandatory drug screen.