Premium Escalation Manager,you will be responsible for:
•The management and support of Premium customer escalations and service incidents, through to successful completion and user satisfaction.
•Monitor case queues and work with the team to ensure escalated cases are worked within the required SLA’s and customer requirements.
•Driving service improvement, co-ordinating post reviews with customers and staff to prevent repetition of incident.
•Coordinating post mortems, communicates resulting action and provides constructive feedback to management team for process improvement.
We'd love to hear from you if you:
•Have overall 8 years of support experience.
•Are familiar with Internet technologies/protocols - DNS, TCP/IP and HTTP/HTTPS.
•Have experience in System support and Incident Management.
•Have a Bachelor's Degree in Computer Science/Engineering (or related field) or equivalent
•Possess excellent communication skills who can disseminate information in a clear manner to both business and technical audiences..
•Are committed to quality as a top priority—you pay attention to what you make, and take pride in it.
•Have strong analytical skills and technical writing skills.