• Escalation Manager

    Location CZ-Brno
    Posting date 1 week ago(2/12/2019 4:47 AM)
    Job ID
    67634
    Category
    Technical Support
  • Company Description

    At Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-performing solutions. We offer cloud, Linux, middleware, storage, and virtualization technologies, together with award-winning global customer support, consulting, and implementation services. Red Hat is a rapidly growing company supporting more than 90% of Fortune 500 companies.

    Job summary

    The Red Hat Customer Experience and Engagement (CEE) team is looking for an Escalation Manager to join us in Brno, Czech Republic. In this role, you will become part of the Global Support Services (GSS) Escalation Management team (EMT). The EMT is Red Hat's customer-facing escalation management organization. As part of the team, you’ll provide high quality technical support to Red Hat’s customers and subscribers around the globe across Red Hat’s portfolio of offerings. As an Escalation Manager, you’ll need to have an extensive repertoire of soft skills to facilitate technical and management escalations in our installed base by working with CEE and Engineering Business teams and with third party partner companies.

    Primary job responsibilities

    • Perform technical project and problem escalation management using a holistic approach,     typically from initiation through delivery to resolution, while ensuring that appropriate technical resources are engaged when needed
    • Coordinate cross-functional teams through meetings and progress measurement activities that bring distinct, specific escalations to completion in a timely manner    
    • Use your solid verbal and written communication skills to keep all relevant parties informed about the course of action
    • Perform regular updates to the unified escalations list and watch list entries for assigned situations in a consistent manner that is appropriate for intended audiences including the support delivery and sales teams and C-level executives
    • Perform mentoring and coaching that will help technical support engineers (TSEs), customer success managers (CSMs), or technical account managers (TAMs) continue to manage the escalation situation and enhance their soft skills set
    • Become the local point of contact for process improvement recommendations and questions on processes and procedures
    • Ensure that the quality of case content and management meets internal standards    
    • Monitor call handling and handoff calls to ensure that escalated cases are handled promptly and with priority
    • Document case quality analyses on escalated cases
    • Provide feedback to managers on case and process performance at an individual level
    • Train associates on new or revised processes

    Required skills

    • 3-5+ years of experience managing customer escalations
    • Appropriate degree level or equivalent industry experience
    • Experience identifying and implementing process improvements
    • Experience with technical support and with open source technologies are a plus
    • Experience dealing with complex implementations and multidisciplinary teams
    • Solid experience planning and communicating with stakeholders from all levels within the organization

     


    Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, veteran status, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.


    Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.

     

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