Global Support Escalation Manager

2 days ago

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Integrated Project Lifecycle Management • Project Management • Project Controls • Project Cost Management • Nuclear Energy Industry

201 - 500

Description

• Responsible for leading and managing a team of technical support professionals. • Ensure successful resolution of customer issues and delivery of exceptional support services. • Monitor and analyze support metrics to identify areas for improvement. • Collaborate with cross-functional teams for effective communication and resolution of customer issues. • Serve as an escalation point for complex customer issues. • Develop and deliver training programs to enhance technical skills of the support team. • Stay updated with the latest industry trends and technologies. • Foster a positive and collaborative work environment. • Prepare and present reports on team performance and customer feedback.

Requirements

• Bachelor's degree in a relevant field, such as computer science or information technology. • Proven experience in managing a technical support team or a similar role. • Strong knowledge of technical support best practices and methodologies. • Experience in using support management tools and systems. • Excellent written and verbal communication skills. • Strong analytical and problem-solving abilities. • Ability to work independently and collaboratively in a team environment. • PMP or ITIL certification (preferred). • Previous experience in the software or technology industry (preferred). • Experience in working with customers in a B2B environment (preferred).