Sr Support Escalation Manager Lisboa

Sr Support Escalation Manager
Lisboa
Lisboa, Lisboa, Portugal

Responsibilities

• Customer Resolution: Act as an internal expert to resolve
  - running, sensitive, or escalated issues. Identify and build relationships with internal and external teams to resolve customer issues.
• Lead strategic projects: Provide informal coaching and mentorship to less experienced Support Escalation Managers. Coordinate resources and establish relationships to remediate future issues.
• Collaboration: Leverage relationships to remove roadblocks and develop written protocols for issue resolution.
• Identify reoccurring roadblocks: Escalate as needed, manage escalated issues, and ensure existing processes do not hinder resolution.
• Communication: Manage customer and field expectations regarding issue response. Keep stakeholders informed and build strategic relationships with internal teams and partners.
• Process Improvement: Surface feedback, identify systematic issues, lead process improvement efforts, and review retrospective summaries to resolve recurring or sensitive issues.
• Vendor Relationships: Own and lead relationships with outsource vendors.

Qualifications

Required Qualifications:

• Extensive experience in the technology industry, customer service, or related fields.
• OR Bachelor's Degree in technology, business, or related field AND relevant experience.
• OR Master's Degree in technology, business, or related field AND relevant experience.
• OR equivalent experience.
• Prior incident and escalation management experience.
• Proficient in C-level stakeholder management.
• Ability to meet Microsoft, customer, and/or government security screening requirements, including passing the Microsoft Cloud Background Check upon hire/transfer and every two years.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration without regard to age, ancestry, color, family or medical leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by law. We consider qualified applicants regardless of criminal histories, in accordance with legal requirements. If you need assistance or a reasonable accommodation during the application or recruiting process due to a disability, please send a request via the Accommodation request form.