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Cyberark Escalations Manager 
United Kingdom 
651690576

12.09.2024

Responsibilities

  • Serve as an internal and external point of contact on customer escalations and ensure customer issues are resolved as soon as possible.
  • Lead and manage internal and customer meetings. Prepare agendas, adhere to timelines, facilitate discussions, and ensure clear communication of actionable outcomes.
  • Handle customer interactions with empathy and professionalism. Use advanced de-escalation techniques to manage expectations and resolve issues.
  • Work effectively with customers and colleagues across time zones and cultures. Foster strong relationships with global teams to ensure smooth collaboration and efficient issue resolution.
  • Represent Customer Support organisation while interfacing with other departments (i.e. Sales, R&D, Product Management) to drive resolution of escalated issues.
  • Demonstrate ownership of customer issues and work proactively with different customer groups to resolve issues in a timely manner.
  • Ensure that all customer escalations and complaints are managed to excellent professional standards.
Qualifications
  • Minimum 2 years’ experience in Enterprise technical support, system administration, or related customer-facing roles.
  • Understanding and experience of large enterprise IT environments, and related ITSM processes.
  • Demonstrate knowledge of Information Security and Network Architecture concepts.
  • Bachelor’s Degree in Computer Science or related field.
  • Experience with CyberArk technology or Information Security field is preferred.
  • Experience with DevOps concepts and tools would be an advantage.
  • IT Project Management experience would be preferred.
  • Proficiency in English, another European language is an advantage