Project Manager

January 28

Apply Now

Receive Emails with Similar Jobs

CallTek

WebsiteLinkedInAll Job Openings

CallTek is a global leader in white-label technical support and business process outsourcing (BPO) services for technology operators and service providers. With over 19 years of experience, they offer a wide range of solutions including Technology as a Service (TaaS), field service management, network operations center (NOC) support, and remote patient monitoring. CallTek specializes in serving industries such as hospitality, healthcare, and multi-family housing by providing seamless on-site and remote technical support, project management, and customer service. Their extensive network of over 6,000 customer support agents offers 24/7 support in multiple languages, making them a trusted partner in amplifying business operations.

5001 - 10000 employees

Founded 2008

🤝 B2B

📡 Telecommunications

⚕️ Healthcare Insurance

📋 Description

• The Escalation Manager will play a critical role in company's support team, acting as a central point for managing and resolving escalated customer issues. • This individual will ensure high-priority cases are addressed promptly, driving resolution while improving customer satisfaction and maintaining service-level agreements (SLAs). • The Escalation Manager will also collaborate with cross-functional teams to identify systemic issues and implement corrective actions. • Act as the primary point of contact for escalated customer issues, ensuring they are addressed swiftly and effectively. • Monitor and manage the escalation process, ensuring timely responses and resolution within agreed SLAs. • Communicate escalation progress and outcomes to stakeholders, including customers, internal teams, and management. • Advocate for customers by understanding their needs, concerns, and priorities. • Provide clear and professional communication to customers throughout the escalation process. • Ensure customers feel supported and valued during challenging situations. • Work closely with support teams, field teams, and other departments to resolve complex issues. • Facilitate cross-departmental collaboration to identify root causes and implement long-term solutions. • Escalate issues further within the organization when necessary, ensuring appropriate resources are allocated.

🎯 Requirements

• 5+ years of experience in a customer support or technical support role, with at least 2 years in an escalation or team leadership position. • Experience in the managed service provider (MSP) industry or supporting network environments is a strong plus. • Familiarity with networking concepts, including wireless access points, switching, firewalls, and related technologies. • Experience with ticketing systems and CRM tools (e.g., Salesforce, Zendesk). • Excellent problem-solving and analytical skills. • Strong verbal and written communication skills, with the ability to simplify complex technical issues. • Exceptional interpersonal skills, with the ability to manage challenging customer interactions effectively. • Strong organizational and multitasking abilities. • A customer-focused mindset with a passion for delivering excellent service. • Ability to remain calm under pressure and manage multiple escalations simultaneously.