Palo Alto Networks1 follower23 jobs

Escalation Manager

Mid levelSeniorFull-timeOfficeSydney NSW, AustraliaPosted 1 week agoVerified 2 weeks ago
Pending fitX of Y criteria met

About the job

The Escalation Manager at Palo Alto Networks is a vital job focused on ensuring customer satisfaction by managing escalations and problem resolutions. This high-impact role involves collaborating with various teams to drive effective solutions and enhance customer retention. The team values open communication and a collaborative environment, making it an exciting opportunity for those passionate about technology and customer service.

You'll be responsible for

📞

Serving as a point of contact

Serve as an internal and external point of contact on customer escalations and ensure customer issues are resolved as soon as possible.
🗓️

Leading meetings

Lead and manage internal and customer meetings. Prepare agendas, adhere to timelines, facilitate discussions, and ensure clear communication of actionable outcomes.
💬

Handling customer interactions

Handle customer interactions with empathy and professionalism. Use advanced de-escalation techniques to manage expectations and resolve issues.

Key criteria

🖥️

Enterprise IT experience

5+ years in enterprise technical support or system administration.

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🗣️

Communication skills

Proven ability to explain complex technical concepts clearly.

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🤝

Customer interaction expertise

Demonstrated experience managing customer escalations with empathy.

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View more

Meet the team

About the company

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4 criteria for this job
Enterprise IT experience
5+ years in enterprise technical support or system administration.

View

Communication skills
Proven ability to explain complex technical concepts clearly.

View

Customer interaction expertise
Demonstrated experience managing customer escalations with empathy.

View

Analytical skills
Experience analyzing customer retention trends for satisfaction improvement.

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