Escalation Manager

Ref#: 21805

Function: Technical Support

Location: US, GA, Alpharetta

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OPENTEXT - THE INFORMATION COMPANY

As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management. 

The opportunity:

This escalation Manager position provides focused escalation management for all incoming support escalations for customers. The ideal candidates applies technical expertise in order to drive complex customer issues by coordinating the technical support between internal teams. Interfaces with Senior Management, Product Development, Sales, and external customers to resolve business problems.
The position will also help manage internal process/improvements in efforts of continuous improvements within the support organization. The role will also require 24X7 availability during escalations

You are great at:

1. Interfaces with customer on behalf of senior management via customer meetings and written communication during business disruptive escalations

2. Identify, manage and record escalation trends and collaborate with PSE organization on product defects and trends

3. Work cross-functionally within the organization, in a team environment, to deliver quality, satisfaction, and resolutions to the customers

4. Submit product defect/change requests to development

5. May manage Critical Customer Accounts as requested

6. Perform other/additional duties and projects that will be assigned related to internal efficiencies and team optimization

What it takes:

1. Possesses extensive knowledge in Microsoft Windows Client and Server, with an emphasis on Power point and Excel and MS Project.

2. Knowledge of B2B business processing

3. Proven customer service ability

4. Strong organizational and communication skills

5. Effective time management

6. Proficient with Microsoft Power Point, Excel

7. Education and Experience:
Associate or Bachelor Degree in Technical related field or Industry equivalent experience (preferred)

8. Must have experience in customer support

9. Project Management Certification preferred

10. Industry Experience:

Previous experience in a similar role or function

Requires minimum 5 years of product support

Required minimum 2 years’ project management experience

At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer. We hire the best talent regardless of race, creed, color, national origin, ancestry, disability, marital status, sex, age, veteran status or sexual orientation. If you require accommodation at any time during the recruitment process please email accommodationrequests@opentext.com. Applicants have rights under Federal Employment Laws including but not limited to: Family and Medical Leave Act (FLMA), Equal Employment Opportunity  and Employee Polygraph Protection Act

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