Must have at least 1 year of prior work experience in each of the followingbr 1. Working with product support teams with an IT SoftwareProduct Organizationbr 2. Active Escalations Management Managing Customer and Executive expectations while handling critical Escalations and providing timely resolutions.br 3. Driving cross functional teams to ensure appropriate resource engagement, team collaboration, and issue prioritization for delivering optimal results. 4.Collaborating with Engineering teams for scoping bug fix via software patches for critical escalations.br 5. Negotiating timelines and managing Customer Communication.br 6. Working on project issue tracking tools like JIRAbr 7. Building new business processes and making process improvements to reduce and mitigate escalationsbr 8. Working on CRM Tools Salesforce Service Cloud or Microsoft Dynamics.br Position requires telecommuting, applicant may reside anywhere in U.S., reports to Santa Clara, CA office, any incurred business travel will be fully reimbursed.br Any suitable combination of education, training, andor experience is acceptable.
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