Red hat Escalation Manager 

Colombia, Bogota 

307411348

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.