Role description

Job Description:

As a CritSit Manager CSM during your shift youll be proactively monitoring all CritSits to determine which CritSits require immediate engagement and to ensure that the CritSit process is being followed and any need of escalation is addressed

When engaged the CritSit Manager collaborates with various supportengineering teams following up on case assignment escalates as needed and drives continuous traction towards resolution

CritSit Managers effectively engage with customers providing strong collaboration and communication for increased trust and customer satisfaction When managing a CritSit the CritSit Manager will need to be able to share concise status updates to our customers demonstrating progress and any potential blockers

To be successful in their role CritSit Managers must be able to demonstrate empathy and deescalate our customers during their most critical support concerns instilling confidence in them and have them realize that the CritSit Manager is an extension of them advocating attention on their concerns from the broader Support organization

The CritSit Manager will need to facilitate and broker discussions between the customer members of the Support team and members of the Account team

The CritSit Manager will collaborate leverage relationships and influence Engineering teams andor Support teams to identify the right technical resource and ensure the right groups are engaged to resolve highly complex customer issues

Identifying systemic issues and flagging process breakdown during the execution of the CritSit Process the CritSit System

Effective end to end technical escalation management driving fast and accurate resolutions for our customers

Proactive initiatives to help mitigate and minimize repeating incident themes

Demonstrate a strong sense of urgency focus and going above and beyond for our customers

Meet or exceed customer expectations on response quality timeliness of responses and overall customer experience

Push creative thinking beyond closed boundaries to come up with process improvements and new ways to delight customers

Required Qualifications

• 3 years of customer service technology industry or related experience
• Passion for solving customer issues and advocating for their success in a fast paced highly technical environment
• Excellent relationship management customer service and communication skills in variety of forms written live chat conference calls inperson
• Strong English written and verbal communication skills
• Other languages may be required depending on location and area to be supported
• Excellent judgment decision making skills and the ability to work under continual deadline pressure
• Strong sense of empathy and compassion during tense customer interactions
• Ability to remain calm composed and articulate when dealing with tough customer situations
• Ability to deescalate a customer quickly insist confidence and advocate for them
• Ability to influence and build relationships within our broader Support organization
• Collaborative team player with strong stakeholder management skills
• Ability to manage and work within ambiguity to reach a successful outcome
• Strong prioritization and time management
• Excellent at multitasking task prioritization
• Certifications relevant to the Microsoft products are helpful
• Ability to work weekend and public holidays is required

Preferred Qualifications

• Inquisitive and proactive actively identifying new problems to resolve
• Escalation management Critical situation handling
• Influencing impact experience in working with various groups for common goals

Mandatory Requirement: Candidates applying for this position must hold a valid U.S. passport