Support Escalation Management

4 weeks ago

Dubai, United Arab Emirates Microsoft Full time

With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.

Connected Customer Support Experience delivers connected support experiences to our customers to gain and keep their trust.

Our Senior Support Escalation Management will be positioned and aligned with our customers as Chief Operating Officers within the account, strategically placed to ensure that we have the appropriate level of engagement to support and drive the customer’s reactive support landscape and improve operational health. As such you will work with some of the world’s largest companies, public sector depts and not for profit organisations pursuing strategic activities, utilising Microsoft technologies to modernise their business.

We create an environment where you can do your best work and build a career both in the Service Manager role as well as the wider Microsoft. As your interests and goals evolve we will enable you to connect you with a diverse, thriving community that can help you grow.

This role is flexible in that you can work up to 50% from home.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

**Responsibilities**:
Customer Resolution

Acts as a primary contact to understand issues and improve the experiences of account-aligned customers independently. Maintains and develops relationships with various internal and external teams to resolve customer issues. Mentors others the on Support Escalation Management team. Acts as a key member of projects to drive key strategic initiatives.

Acts as a key player when supporting inter-regional, cross-regional, cross-group, or account team unit (ATU) initiatives by gathering feedback and identifying resources to improve the customer support experience for a group of customers or a specific region/area. Models best practices to support the customer experience.

Provides status updates to customers and internal stakeholders through various channels of communication regarding issues, following the documented process.

Acts on or plays a key role in strategic projects designed to improve resolution times, customer satisfaction, and support experience.

Identifies trends across internal postmortems and suggests resources to drive opportunities within the team and across stakeholder groups in postmortem discussions to remediate future issues.

Collaboration

Owns escalated issues and manages account-aligned customer incidents to identify and remove barriers. Ensures existing processes are not a blocker to customer issue resolution and acts as a key player during process improvement efforts. Mentors other Support Escalation team members on how to handle moderate to highly complex cases.

Communication

Manages customer and field expectations around issue response and represents the company independently. Ensures customer and MSFT internal stakeholders stay informed on the response and resolution status of customer issues. Communicates and influences internally to drive faster issue resolution.

Takes ownership of and nurtures relationships with internal teams and partners and proactively communicates with senior leadership on issues complex in scope and provides solutions to resolve them.

Process Improvement

Identifies systematic issues and process breakdown and participates in a project or workgroup to improve systematic issues and internal processes.

Creates an executive summary detailing the customer issue, impact on the business, and status of the resolution. Identifies patterns in customer issues and supports the delivery of strategies to resolve them.

Vendor Relationships

Participates and drives relationships with outsource vendor to resolve issues and foster positive cultural and behavioral changes.

Embody our Culture and Values

**Qualifications**:
**Qualifications**:
Required/Minimum Qualifications:
Proven technology industry, customer service, or related experience
- OR Bachelor's Degree in technology, business, or related field A

  • Support Escalation Management

    2 weeks ago

    Dubai, Dubai, United Arab Emirates Microsoft Full time

    With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also...

  • Customer Escalations Executive

    4 weeks ago

    Dubai, United Arab Emirates Fixperts Contracting LLC Full time

    We are looking for a escalation management eecutive who deals with ordering, structuring, and bringing in the management's attention to a major incident or a problem, which has escalated beyond its limits. To work in a team and their main responsibility is to provide assistance to the customer Service Team by prioritizing and reassigning their work in the...

  • Customer Escalations Executive

    2 weeks ago

    Dubai, Dubai, United Arab Emirates Fixperts Contracting LLC Full time

    We are looking for a escalation management eecutive who deals with ordering, structuring, and bringing in the management's attention to a major incident or a problem, which has escalated beyond its limits.To work in a team and their main responsibility is to provide assistance to the customer Service Team by prioritizing and reassigning their work in the...

  • Sales Support(Lift Elevator and Escalator)

    4 weeks ago

    Dubai, United Arab Emirates Bin Ham North Ocean Elevators Full time

    Position: Sales Support(Lift Elevator and Escalator) Location: Dubai Nationality: Any Nationality Role Overview: - Develop a comprehensive understanding of the elevator and escalator products offered by your company. Stay updated on product features, specifications, and benefits to effectively support the sales team and provide accurate information to...

  • Sales Manager Escalator

    2 weeks ago

    Dubai, Dubai, United Arab Emirates Affordable Group of Companies Full time

    ChatGPTJob Title: Elevator and Escalator Sales ManagerLocation: Dubai, United Arab EmiratesCompany Overview: Affordable Group of Companies specializes in providing budget-friendly elevator and escalator solutions without compromising quality in Dubai.Responsibilities:- Sales Strategy: Develop and execute strategies to achieve sales targets and expand market...

  • Operations Executive

    6 days ago

    Dubai, United Arab Emirates Hafla Full time

    About Hafla: Hafla is a one-stop-shop for event organizers to discover, book, and pay for everything they need for an event. Our innovative tech platform brings together event planners, venues, equipment rental companies, caterers, artists, and a long tail of service providers to transact seamlessly. As we continue to grow and revolutionize the event...

  • Sales Manager Escalator

    3 weeks ago

    Dubai, United Arab Emirates Affordable Group of Companies Full time

    ChatGPT **Job Title: Elevator and Escalator Sales Manager** **Location**: Dubai, United Arab Emirates **Company Overview**: Affordable Group of Companies specializes in providing budget-friendly elevator and escalator solutions without compromising quality in Dubai. **Responsibilities**: - **Sales Strategy**: Develop and execute strategies to achieve...

  • Sales Executive

    3 weeks ago

    Dubai, United Arab Emirates Affordable Facility Management Company Full time

    Seek out prospective customer/ business opportunities with new and existing clients - Prepare and deliver sales and technical presentations - Negotiate tender and contract terms to meet both clients and company's needs - Estimate and analyse costs, calculating clients' quotation - Prepare Tender & Liaise with Sales/Tender Team before submission - Negotiate...

  • Escalation Specialist

    4 weeks ago

    dubai, United Arab Emirates Noon Dubai Full time

    The job posting is outdated and position may be filledJob Alert You will be updated with latest job alerts via emailValid email field requiredSend jobsJob Alert You will be updated with latest job alerts via emailValid email field requiredSend jobsResponsibilities:• Promptly responding to customer queries via email, live chat, video, phone, and social...

  • Escalation Specialist

    2 weeks ago

    Dubai, Dubai, United Arab Emirates Noon Dubai Full time

    The job posting is outdated and position may be filledJob Alert You will be updated with latest job alerts via emailValid email field requiredSend jobsJob Alert You will be updated with latest job alerts via emailValid email field requiredSend jobsResponsibilities: Promptly responding to customer queries via email, live chat, video, phone, and social media...

  • Escalation Specialist

    2 weeks ago

    Dubai, Dubai, United Arab Emirates Noon Dubai Full time

    The job posting is outdated and position may be filled Job Alert You will be updated with latest job alerts via email Valid email field required Send jobs Job Alert You will be updated with latest job alerts via email Valid email field required Send jobs Responsibilities:• Promptly responding to customer queries via email, live chat, video, phone, and...

  • Sanctions Escalations Lead

    4 weeks ago

    Dubai, United Arab Emirates Binance Full time

    Binance is the leading global blockchain ecosystem and cryptocurrency infrastructure provider whose suite of financial products includes the world’s largest digital-asset exchange. Our mission is to accelerate cryptocurrency adoption and increase the freedom of money. If you’re looking for a fast-paced, mission-driven organization where opportunities...

  • Sales Representative Lift

    1 week ago

    Dubai, United Arab Emirates AFFORDABLE GROUP OF COMPANIES (AFM) Full time

    **Job Title**: Sales Representative - Lift and Escalator **Location**: Dubai, United Arab Emirates **Job Type**: Full-Time **Requirements**: - **Market Experience**: Must have direct **2 years** experience in the **Dubai market in the lift and escalator industry.**: - **Education**: Minimum of a Bachelor's degree in Business Administration, Marketing,...

  • Ticket Controller

    4 weeks ago

    Dubai, United Arab Emirates iMile delivery services Full time

    **Objective of the Job** - **Responsibilities**_ **Segregation of Tasks**: - Organize and allocate tasks within the team based on ticket requirements and individual skill sets. - Determine the responsible party or department for addressing specific issues outlined in tickets, ensuring accountability and efficiency in resolution. Ticket Management: -...

  • Contact Centre Agents-level 1 Escalations

    7 days ago

    Dubai, United Arab Emirates Ultimate HR Solutions Full time

    Role Title: Contact Centre Agent-Level 1 Escalations Industry: Telecom Location: Dubai Role Type: Full Time, Outsourced, Long Term **Requirements**: - College Diploma or equivalent - Minimum 2 years’ experience in contact centre environment - Strong writing and verbal communication skills along with results-driven approach **Responsibilities**: -...

  • Business Development Manager LIFT

    3 weeks ago

    dubai, United Arab Emirates AFFORDABLE GROUP Full time

    We are seeking a dynamic and results-driven Business Development Manager to lead our sales efforts in the lift and escalator industry across the UAE. The successful candidate will be responsible for identifying new business opportunities, developing strategic relationships, and securing contracts to drive growth and expand our market share. This role...

  • Customer Support Executive-japanese

    3 weeks ago

    Dubai, United Arab Emirates MTA Management Consultancies Full time

    **Responsibilities**: - Provide customers with the required information and ensure the accuracy of the information given. - Process requests and coordinate with the Team Leader and the Department Heads for resolution of the requests. - Identify and escalate priority issues and coordinate with the Team Leader and the Department Heads for resolution of the...

  • Customer Support Manager

    2 weeks ago

    Dubai, Dubai, United Arab Emirates Talent Pal Full time

    Description du poste: As Customer Support Manager, you are the representative of Safran Aerosystems and have a privileged relationship with the customer. When a customer needs resolution to an issue/question, the customer should know that the CSM can be relied upon for assistance. You will be in charge of a portfolio of customers in Middle East region and...

  • IT Support

    3 weeks ago

    Dubai, United Arab Emirates ParkerConnect Full time

    **Responsibilities & Accountabilities** **2.Monitor and log incoming problems and queries and is treated accordance to ITIL and Sox compliance.** **3.Attempt to resolve all interactions abiding to the Service Level Agreement (SLA) set, while focusing on customer satisfaction.** **4.Escalate those issues that cannot be resolved to the appropriate 2nd level...

  • Customer Support Manager

    6 days ago

    Dubai, United Arab Emirates Talent Pal Full time

    **Description du poste**: As Customer Support Manager, you are the representative of Safran Aerosystems and have a privileged relationship with the customer. When a customer needs resolution to an issue/question, the customer should know that the CSM can be relied upon for assistance. You will be in charge of a portfolio of customers in Middle East region...