Support Escalation Manager

The GetHelp Support Escalation Manager is responsible for handling customer/partner escalations that come to the team through various internal channels. Escalations will require direct customer interaction with the goal of identifying and resolving issues related to Microsoft technology and services, ensuring they are resolved within established guidelines/policies. These escalations are some of our most challenging and difficult customer issues and will at times require dealing with highly sensitive customers and situations.
Support Escalation Managers are highly motivated people with empathy, passion, integrity, and a knack for investigation & problem solving. Support Escalation Managers represent Microsoft by providing world class service and displaying our core principles in all their work.

A Support Escalation Manager should be a role with below responsibilities:

Advocate – a person who pleads on someone else's behalf.

Facilitate – make (an action or process) easy or easier.

Liaison – communication or cooperation which facilitates a close working relationship between people or organizations.

Escalate – to raise an issue to a higher level in support or management.

Empathy – the ability to understand and share the feelings of another.