Escalation & Resolution Manager

EC-Council is hiring!
Position- Escalation & Resolution Manager
Location: Hyderabad, India

On site working

EC-Council is the worlds largest cybersecurity technical certification body. We operate in
145 countries globally, and we are the owner and developer of various world- famous cybersecurity programs. We are proud to have trained and certified over 220,000 information security professionals globally that have influenced the cybersecurity mindset of countless organizations worldwide.

To know more about us, visit www.eccouncil.org.

We are looking for a skilled Escalation and Resolution Manager to join our team in the service/EdTech industry. The ideal candidate will handle customer escalations with precision, ensuring timely resolution and maintaining high customer satisfaction. This role demands exceptional problem-solving, communication, and analytical skills to address complex issues and ensure process improvement.

• Act as the primary point of contact for managing and resolving escalated issues from customers, clients, or internal stakeholders.
• Analyze and assess the nature of escalations to determine their severity and prioritize actions accordingly.
• Collaborate with cross-functional teams (e.g., customer support, sales, technical teams) to address escalations efficiently.
• Ensure all escalations are logged, tracked, and resolved within established timelines.
• Investigate root causes of recurring issues and recommend solutions to prevent future escalations.
• Provide clear and empathetic communication to customers and stakeholders throughout the resolution process.
• Deliver tailored resolutions that meet both customer needs and organizational policies.
• Monitor customer feedback to evaluate the effectiveness of resolutions and enhance customer satisfaction.
• Analyze trends in escalations to identify gaps in current processes, training, or product offerings.
• Recommend and implement improvements to escalation and resolution workflows.
• Develop and document best practices, policies, and procedures to enhance escalation management.
• Provide guidance and training to customer service and support teams on effective escalation handling.
• Act as a liaison between customers and upper management to ensure concerns are escalated appropriately.
• Prepare detailed reports for leadership on escalation trends, resolution performance, and process gaps.

Additional Information

We are an equal opportunity workplace and an affirmative action employer. We are always committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status and we do not discriminate on the basis of such characteristics, or any other status protected by the laws or regulations in the locations where we work.

EC-Council is committed to working with and providing reasonable accommodation to individuals with disabilities. If you have a medical condition or disability which inhibits your ability to complete any part of the application process and are in need of a reasonable accommodation to complete the process, please contact us ecchr@eccouncil.org and let us know how we may assist you.

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