Support Escalation Management

Microsoft

Dubai

Customer ResolutionActs as a primary contact to understand issues and improve the experiences of account-aligned customers independently. Maintains and develops relationships with various internal and external teams to resolve customer issues. Mentors others the on Support Escalation Management team. Acts as a key member of projects to drive key strategic initiatives.Acts as a key player when supporting inter-regional, cross-regional, cross-group, or account team unit (ATU) initiatives by gathering feedback and identifying resources to improve the customer support experience for a group of customers or a specific region/area. Models best practices to support the customer experience.Provides status updates to customers and internal stakeholders through various channels of communication regarding issues, following the documented process.Acts on or plays a key role in strategic projects designed to improve resolution times, customer satisfaction, and support experience.Identifies trends... More Detail

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