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Red hat Escalation Manager 
Colombia, Bogota 
307411348

26.06.2024

What you will do:

  • Use your repertoire of professional skills to facilitate customer and internal escalations

  • Driving force in meetings, confidently identifying action items and clear concise follow up.

  • Building and leveraging relationships to drive action with the required internal teams.

  • Consistently demonstrating a customer-first mindset across different levels of escalation temperature.

  • Ability to multi-task and collaborate with primary stakeholders such as the Account Team, Support Delivery, Engineering, Professional Services and partner companies to achieve desired outcomes.

  • Lead internal/external calls with appropriate teams and hold stakeholders accountable while achieving the desired results.

  • Reach out to customers to understand the full complexity of issues and set expectations as needed via phone calls.

  • Detail and document escalation progress regarding scope, business impact, and driving the right solution that's required for the situation, adhering to the internal quality standards

  • Applies known techniques, situational awareness and exercises judgment to resolve issues from what are routine, to complex situations.

  • Uses critical thinking to evaluate available information, identify gaps and the most appropriate resources to fill them, as well as proposes alternative resolution paths where appropriate.

  • Can easily identify when more intervention is required in any given situation, steps in takes control and drives the issue forward.

  • Engages with customers, Support Delivery, Customer Success, Engineering, and virtual account teams to assure expectations are met and status provided.

  • Monitor escalated cases being handled by support engineers to ensure situations are prioritized and processes are followed.

  • Participates in managing multiple critical customer escalations, able to act as a point of coordination for critical customer issues.

  • Perform regular written or verbal updates for the assigned situations in a manner which is consistent for the intended audience, including technical support delivery, sales, and upper management.

  • Provide feedback to stakeholders on lessons learned through escalations

  • Periodic weekend coverage work will be a requirement of this role.

What you will bring:

  • Solid negotiation and influencing skills.

  • Confident presenter and communicator at all levels both internally and externally.

  • Ability to reset internal and external expectations as needed while keeping the end goal in mind.

  • Can hold customers accountable to help drive action on critical issues.

  • Ability to follow up on outstanding actions and manage towards resolution of escalated issues.

  • Calm under pressure, works towards fact finding.

  • Demonstrable ability to exercise judgment within defined procedures and practices to determine appropriate action.

  • Solid experience in planning, communicating and negotiating with diverse stakeholders.

  • Demonstrable ability to deal with the implementation of complex action plans involving multidisciplinary and globally-distributed teams.

  • Relevant industry experience, ideally managing customer escalations in technical support and a cross-functional environment.

  • Ability to work with minimal supervision while handling various tasks, prioritizing, and working under pressure.

  • Technical support delivery experience; experience with the Red Hat solutions portfolio and open source software development are a plus.

  • Proficiency with one or more additional languages spoken in the LATAM/SA region is considered a plus.