Escalation Specialist 2

2 weeks ago

Hanoi, Hanoi, Vietnam Tek Experts Full time

Overview:


We're looking for a customer-oriented Escalation Specialist 2 to support our clients with excellent customer service while managing high-severity issues.

You'll be proactive in communicating with our customers and ensuring a positive support experience at all levels of the support structure.

In this role, you'll act as liaison between end-user customers and our client's representatives to ensure quality resolutions are achieved.


A career in tech. Work with the biggest and best names in technology.
We are looking for teammates who want to be part of the tech movement. People who want to progress their career now and gain experience for tomorrow. We celebrate diversity in every way. In fact, it's the reason we've grown so fast.

If you like being part of a global team, are passionate about technology and creative problem solving, and want to leave a mark bigger than yourself, we should talk.


Responsibilities:


The Critical Situation Management & Escalation Team (CMET) delivers world-class management of critical situations for premier enterprise customers, quickly solving issues that affect business.

You'll earn our customers' and partners' trust to positively represent our clients and exceed customer expectations as you coordinate and communicate with them throughout resolution of the issue.

This team embraces a growth mindset that encourages you to lean in and learn what matters most to our customers and make decisions that put the customer first.


This role will:

  • Provide customers with frequent, timely updates on case progress and resolution, ensuring a positive customer experience.
  • Gauge the severity of incidents by identifying the impact of software or hardware failure on the customer's business and use appropriate conflict resolution techniques as needed.
  • Collaborate with crossfunctional teams to ensure timely and accurate issue resolution.
  • Manage the incident lifecycle to ensure the case progresses as planned and that all stakeholders are updated regularly.
  • Maintain documentation for all cases including queries, process steps, and resolutions consistent with customer commitments, prescribed protocols, and processes.
  • Mentor junior specialists as needed or requested by management.

Qualifications:

CMET is a good fit for you if:

  • You're familiar with Microsoft products, programs, and services.
  • You have customer service experience and a desire to learn new technical skills.
  • You have strong negotiation and problemsolving skills.
  • You're good at developing and maintaining positive working relationships.
  • You're an excellent multitasker with great organizational skills.
  • You're proficient in both written and oral English.

In this role:

years of experience in customer service, customer support, or technical support is required.

  • Some higherlevel education is preferred.
  • Certifications relevant to the product are helpful.

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