Upload Button Icon Add office photos

Capillary Technologies

Compare button icon Compare button icon Compare
filter salaries All Filters

93 Capillary Technologies Jobs

Escalation Manager - US region

3-6 years

Bangalore / Bengaluru

1 vacancy

Escalation Manager - US region

Capillary Technologies

posted 1mon ago

Job Description

IM Team Lead is responsible for overseeing the daily operations of technical support team as well as participating as an active member of the team.

SHIFT : 24/7 rotational shift .

Responsibilities
  • 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

Read full job description

Prepare for Escalation Manager roles with real interview advice

Top Capillary Technologies Escalation Manager Interview Questions

Q1. What is my understanding of technical writing
Q2. You need to increase sales in Domino's Indonesia. What factors in data would you consider? Also explain your methodology in creating a CLM f ... read more
Q3. Round 3: How to compute requests per second in an application.
View all 10 questions

What people at Capillary Technologies are saying

4.0
 Rating based on 1 Escalation Manager review

Likes

Capillary pays good salary and compensation

  • Salary - Excellent
  • +5 more
Dislikes

They need to hire more people for each department so they can balance out work life balance

Read 1 Escalation Manager review

Escalation Manager salary at Capillary Technologies

reported by 3 employees with 5-9 years exp.
₹11 L/yr - ₹19 L/yr
88% more than the average Escalation Manager Salary in India
View more details

What Capillary Technologies employees are saying about work life

based on 193 employees
81%
92%
63%
89%
Flexible timing
Monday to Friday
No travel
Day Shift
View more insights

Capillary Technologies Benefits

Free Food
Work From Home
Health Insurance
Cafeteria
Team Outings
Job Training +6 more
View more benefits

Compare Capillary Technologies with

Netcore Cloud Private Limited

4.2
Compare

MoEngage

3.9
Compare

CleverTap

3.6
Compare

Freshworks

3.5
Compare

Zoho

4.3
Compare

InMobi

3.5
Compare

Affle

3.2
Compare

WebEngage

4.0
Compare

Kaleyra

4.1
Compare

Financial Software & Systems

3.8
Compare

Ramco Systems

3.9
Compare

Duck Creek Technologies

4.4
Compare

IBS Software Services

3.6
Compare

BUSINESSNEXT

3.4
Compare

Entrata

4.2
Compare

Nucleus Software Exports

3.5
Compare

CSG International

3.9
Compare

Ascent HR Technologies Private Limited

3.7
Compare

CodeClouds

4.5
Compare

Volkswagen Group Technology Solution

3.9
Compare

Similar Jobs for you

Assistant Manager at Shaadi.com

Mumbai

7-10 Yrs

₹ 9-12 LPA

Escalation Manager at Harman Connected Services Corporation India Pvt.

Bangalore / Bengaluru

4-8 Yrs

₹ 7-11 LPA

Escalation Specialist at Amazon India Software Dev Centre Pvt Ltd

Bangalore / Bengaluru

3-6 Yrs

₹ 10-14 LPA

Accounts Manager at Wipro

Bangalore / Bengaluru

2-3 Yrs

₹ 7-9.5 LPA

Regional Manager Gujarat at Leela Fincare

Mumbai

3-7 Yrs

₹ 6-9 LPA

Lead Escalation Engineer at TIBCO Software

Bangalore / Bengaluru

4-8 Yrs

₹ 8-13 LPA

Senior Escalation Engineer at TIBCO Software

Bangalore / Bengaluru

4-7 Yrs

₹ 7-11 LPA

Senior Escalation Engineer at TIBCO Software

Bangalore / Bengaluru

4-7 Yrs

₹ 7-10 LPA

Client Partner at CogNet

Kolkata, Mumbai + 5

4-5 Yrs

₹ 8-11 LPA

Manager II at Amazon India Software Dev Centre Pvt Ltd

Bangalore / Bengaluru

4-11 Yrs

₹ 15-16 LPA

Capillary Technologies Bangalore / Bengaluru Office Location

View all
Bengaluru Office
31/9, Krimson Square, 4th Floor Bengaluru
560068

Escalation Manager - US region

3-6 Yrs

Bangalore / Bengaluru

1mon ago·via naukri.com

Product Support engineer

0-1 Yrs

Bangalore / Bengaluru

7d ago·via naukri.com

Solution Architect

6-11 Yrs

Mysuru / Mysore

7d ago·via naukri.com

Data Analyst II

3-6 Yrs

Mysuru / Mysore

10d ago·via naukri.com

Tech Lead - Fullstack

6-10 Yrs

₹ 20 - 25L/yr

Mysuru / Mysore

10d ago·via naukri.com

Product Configuration Specialist-1

1-4 Yrs

Mysuru / Mysore

11d ago·via naukri.com

Full Stack SDE 1

1-2 Yrs

Mysuru / Mysore

11d ago·via naukri.com

Team lead-Contact Center

2-4 Yrs

Mysuru / Mysore

12d ago·via naukri.com

Sr.Customer Support Executive

0-3 Yrs

₹ 4 - 5L/yr

Mysuru / Mysore

12d ago·via naukri.com
write
Share an Interview