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Support Escalation Manager

Mid levelSeniorFull-timeHybridSydney NSW, AustraliaCustomer service and supportInformation technologyPosted 2 weeks ago
Pending fitX of Y criteria met

About the job

The Support Escalation Manager job is an exciting opportunity within the Critical Situation Management Execution Team at Microsoft. This role is crucial for ensuring that Premier customers receive exceptional support during critical situations, helping to drive positive change and enhance customer satisfaction. The team thrives on collaboration, innovation, and a growth mindset, working together to empower every person and organization to achieve more.

You'll be responsible for

🔧

Managing critical situations

Managing Premier Customers’ and Partners’ Critical Situation incidents to ensure that the CritSit process is being followed and any need of escalation is addressed.
🌟

Delivering high-quality experiences

Delivery of a high-quality customer and partner experience through timely and effective response to internal and external customer needs; owning active Critical Situations.
⚠️

Identifying systemic issues

Identifying systemic issues and flagging process breakdown during the execution of the CritSit Process.

Key criteria

🧑‍💻

10+ years in customer-oriented roles

Extensive experience in customer support or critical situation management.

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📅

Flexibility for non-standard hours

Willingness to work weekends and public holidays as needed.

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🎓

Bachelor’s degree in IT or Computer Science

Educational background preferred for technical understanding.

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Meet the team

Think you're a good fit?See what the hiring team are looking for

About the company

View your fit

5 criteria for this job
10+ years in customer-oriented roles
Extensive experience in customer support or critical situation management.

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Flexibility for non-standard hours
Willingness to work weekends and public holidays as needed.

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Bachelor’s degree in IT or Computer Science
Educational background preferred for technical understanding.

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Broad knowledge of Microsoft products
Familiarity with Azure, Windows, and M365 is essential.

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Exceptional communication skills
Ability to communicate effectively across all management levels.

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