Support escalation manager (Remote Job/Work from Home)
Microsoft based in Vancouver, BC is inviting applications from suitable candidates for the position of Support escalation manager. Microsoft is a global technology company known for its software, cloud services, and devices. It provides products like Windows, Office 365, Azure, and Teams for both consumers and enterprises. The company supports digital productivity, collaboration, and cloud infrastructure. Through constant innovation and strategic partnerships, Microsoft remains a dominant force in the tech market. The candidates selected for the vacancy will be required to start the work as soon as possible.
Job Description:
Employer Name: Microsoft
Position: Support escalation manager (Remote Job/Work from Home)
No of Vacancies: 3
Salary: $121800.00 – $219100.00 yearly
Employment Type: Full Time – Remote Job
Discipline: Support Escalation Management
Role type: Individual Contributor
Profession: Technical Support
Location: Vancouver, BC, Canada
Requisition ID: 1823031
Requirements:
Languages: Candidates must have knowledge of the English Language
Education: Candidates should have completion of a Bachelor’s degree in technology and business
Experience: Candidates should have at least 9 years of experience in the technology industry, customer service
Other Requirements:
- The candidates should have a related field; OR possess a related field with 6+ years of relevant experience; OR a Master’s degree with 4+ years of relevant experience; OR have equivalent experience
- The candidates should have prior experience in incident and escalation management, be proficient in managing C-level stakeholder relationships
- The candidates should be able to meet Microsoft, customer, and/or government security screening requirements, including passing the Microsoft Cloud Background Check upon hire or transfer and every two years thereafter
- The candidates should have 12+ years of experience in the technology industry, customer service, or a related field; OR hold a Bachelor’s degree with 9+ years of experience; OR a Master’s degree with 8+ years of experience; OR equivalent experience
- The candidates should have project management experience, experience working with Microsoft products and services, hold a Cloud Technology Certification such as Azure Fundamentals or M365 Fundamentals
Responsibilities:
- The candidate should be able to act as the primary contact for account-aligned customers, independently identifying and addressing issues to improve the customer experience
- The candidate should be able to maintain and build effective relationships with internal and external teams to facilitate issue resolution
- The candidate should be able to mentor other team members within the Support Escalation Management team, sharing best practices and guidance
- The candidate should be able to contribute significantly to strategic initiatives and cross-functional projects that enhance support delivery and customer satisfaction
- The candidate should be able to support regional or cross-regional initiatives by collecting feedback and aligning resources to enhance the customer support experience
- The candidate should be able to provide timely and clear status updates to both customers and internal stakeholders through established communication channels, identify trends from internal postmortems and recommend resources or changes to prevent recurrence of issues
- The candidate should be able to collaborate with engineering and operations teams to ensure proper escalation and resolution of customer issues, acting as a subject matter expert
- The candidate should be able to own and manage escalated customer incidents, working to identify and remove barriers to resolution, assess and improve existing processes that may hinder issue resolution, and actively participate in process improvement efforts
- The candidate should be able to mentor team members on handling complex support cases and contribute to continuous improvement of the escalation management function
Benefits:
- The candidates will get Industry leading healthcare, Savings and investments and Giving programs
How to apply:
If the position is fit for you and the basic requirements are fulfilled then you can now apply directly to the employer (along with your resume) through the below-mentioned details.
We thank all the applicants for showing their interest and trust in us, however, only the most eligible candidates will be selected and conducted for further procedure directly from employers, in between no charges/fees or original documents will be asked from any applicant. All the best!