Escalation Lead Job in Capillary Technologies
Escalation Lead
Capillary Technologies
4+ weeks ago
- Bengaluru, Bangalore Urban, Karnataka
- Not Disclosed
- Full-time
- Permanent
Job Summary
JOB DESCRIPTIONPOC for any Incident Management Escalated issues on all the CRM Modules
Identifying, assessing, and initiating the escalation process in an organization based on the organization's escalation criteria
Putting together an Incident management team that includes the incident owner, technical owner, and additional experts in the concerned subject.
Ensure customer satisfaction throughout the escalation process by establishing realistic expectations from escalating procedures, enforcing relief to customers, and analyzing the situation evaluation produced by the escalation team.
Capable of presenting trend analyses and distributing frequent reports to stakeholders
Able to present trend analysis and share the regular reports to the stakeholders
EXPERTISE AND QUALIFICATIONSExperience providing complicated SaaS Customer Support, administration, and/or supervision for at least 5 years is required.Basic SQL, Java, and debugging skills will be advantageous.Ability to solve problemsMeeting agreed-upon service levelsInitial Response Exceeds Expectations (IR)Team managementExpertise in dealing with employeesPerformance managementAbility to perform well in a fast-paced, constantly-evolving team setting with high energy and adaptabilityProven track record of working collaboratively to improve the customer's experienceAbility to establish collaborative relationships with customers, partners, and developers at all levels of the organizationIn terms of support and services, be able to manage relationships with peers and supervisors.Ability to overcome complexity and develop cross-functional, collaborative solutionsCommunication, presentation, and relationship management abilities are all essential.Able to communicate complicated issues in a clear and structured mannerKnowledge of CRM tools, such as Fresh Service, ServiceNow, Jira and others is preferred.Working knowledge of MS-Office and reporting software is required.
Identifying, assessing, and initiating the escalation process in an organization based on the organization's escalation criteria
Putting together an Incident management team that includes the incident owner, technical owner, and additional experts in the concerned subject.
Ensure customer satisfaction throughout the escalation process by establishing realistic expectations from escalating procedures, enforcing relief to customers, and analyzing the situation evaluation produced by the escalation team.
Capable of presenting trend analyses and distributing frequent reports to stakeholders
Able to present trend analysis and share the regular reports to the stakeholders
EXPERTISE AND QUALIFICATIONSExperience providing complicated SaaS Customer Support, administration, and/or supervision for at least 5 years is required.Basic SQL, Java, and debugging skills will be advantageous.Ability to solve problemsMeeting agreed-upon service levelsInitial Response Exceeds Expectations (IR)Team managementExpertise in dealing with employeesPerformance managementAbility to perform well in a fast-paced, constantly-evolving team setting with high energy and adaptabilityProven track record of working collaboratively to improve the customer's experienceAbility to establish collaborative relationships with customers, partners, and developers at all levels of the organizationIn terms of support and services, be able to manage relationships with peers and supervisors.Ability to overcome complexity and develop cross-functional, collaborative solutionsCommunication, presentation, and relationship management abilities are all essential.Able to communicate complicated issues in a clear and structured mannerKnowledge of CRM tools, such as Fresh Service, ServiceNow, Jira and others is preferred.Working knowledge of MS-Office and reporting software is required.
Experience Required :
Fresher
Vacancy :
2 - 4 Hires
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