Executive Escalations Manager

About the role

This role is responsible for independently handling complex customer issues, resolving intricate technical problems related to hardware and software, and providing comprehensive responses about services, products, and technical matters. The role guides customers proactively and maintains customer relationships, while also coordinating work and leading complex requests.

What you'll do

• Addresses complex customer issues independently, ensuring adherence to established protocols
• Resolves difficult and complex technical problems related to hardware and software through interactions with customers and proactive notification systems
• Provides comprehensive responses to questions about services, products, technical matters, and customer relations, including features, specifications, and repairs
• Guides customers proactively to mitigate or prevent the occurrence of problems
• Establishes and maintains trusted relationships within customer accounts across the spectrum of technical users

What you need

• 8–14 yrs of experience
• Escalation handling
• MS Office
• Root cause analysis
• ITIL
• Active Directory
• Communication
• Diploma or Class 12