Microsoft30 followers92 jobs

Support Escalation Manager

Mid levelSeniorFull-timeHybridSydney NSW, AustraliaCustomer service and supportInformation technologyPosted 1 week ago
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About the job

The Support Escalation Manager job is all about managing critical situations for Premier Customers and Partners, ensuring a seamless support experience. By leveraging Microsoft’s AI technology, you will play a crucial role in resolving issues quickly and effectively, ultimately driving customer satisfaction. The team thrives on collaboration, innovation, and a growth mindset, creating an inclusive environment where everyone can excel.

You'll be responsible for

⚠️

Managing critical situations

Managing Premier Customers’ and Partners’ Critical Situation incidents to ensure adherence to the CritSit process.
🌟

Delivering high-quality customer experience

Providing timely and effective responses to internal and external customer needs during Critical Situations.
🔍

Identifying systemic issues

Flagging process breakdowns and pursuing proactive actions to prevent future issues.

Key criteria

🛠️

10+ years in customer-oriented roles

Experience in customer support or critical situation management is essential.

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🌐

Broad knowledge of Microsoft products

Familiarity with Azure, Windows, and M365 is crucial.

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📅

Flexibility for non-standard hours

Willingness to work weekends and holidays is required.

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Meet the team

About the company

View your fit

5 criteria for this job
10+ years in customer-oriented roles
Experience in customer support or critical situation management is essential.

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

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Flexibility for non-standard hours
Willingness to work weekends and holidays is required.

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

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Exceptional organizational skills
Proven ability to manage escalations and meet customer expectations.

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