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87 Capillary Technologies Jobs
Escalation Manager - US region
3-6 years
Bangalore / Bengaluru
1 vacancy
Escalation Manager - US region
Capillary Technologies
posted 4d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- Oversee the day-to-day operations of the Incident Management Team
- Act as a senior agent who will drive customer satisfaction through customer support
- Act as a mentor and provide oversight, coaching, and training to IM staff
- Be the point of contact when it comes to technical escalations
- Record and track team SLAs and workflows
- Provide support where needed for both internal and external customers.
- Clearly communicate escalated issues to Tier 3 and product managers as needed
- On-board all new IM team members
- Assist in the creation of the team KPIs as well as monitor and report on results
- Ensure that all customer inquiries and issues are solved correctly and in a prompt and professional manner
- Work to create any relevant support material for the team
- Provide a feedback loop to wider staff and customers on resolved and in progress problems and incidents
- Implement any necessary preventive measures to reduce customer faults and issues
- BS degree in Information Technology, Computer Science or equivalent
- Proven working experience in enterprise technical support, Product support.
- Proven people management and leadership skills
- Excellent communicator, both oral and written
- Strong problem solving and communication skills
- Strong analytical skills to investigate and resolve customer support tickets
- Able to multi-task efficiently under time pressure
- Previous experience in managing customer focused teams ,Proven experience in managing a service and support focused team culture
Employment Type: Full Time, Permanent
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What people at Capillary Technologies are saying
Rating based on 1 Escalation Manager
review
Anonymous · Customer Success, Service & Operations
in Bangalore / Bengaluru
Capillary pays good salary and compensation
- Salary - Excellent
They need to hire more people for each department so they can balance out work life balance
Escalation Manager salary at Capillary Technologies
What Capillary Technologies employees are saying about work life
Capillary Technologies Benefits
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Capillary Technologies Bangalore / Bengaluru Office Location
560068
