We are looking for a talented Escalation Leader to join our Customer Experience team.
Step into our world, where advanced technologies take center stage, transforming the online trading experience.
With our cutting-edge approach, we follow Hedge & new methodologies, constantly pushing boundaries.
Our open-door policy ignites a vibrant atmosphere of collaboration, where departments unite in a dynamic blend of community and creativity.
We offer an excellent work environment where you will be challenged and encouraged to grow professionally.
In this role you will:
Act as the primary interface driving key technical escalations with internal stakeholders and provide assistance to technical Support with escalation and de-escalation of customer issues
Lead and facilitate essential meetings and efforts to align resources around key escalations common objectives to ensure a timely and complete closure of escalated cases
Be the professional mentor of the global technical support team and encroach the technical knowledge of all members
Assist with post-issue root cause analysis (RCA) efforts to minimize and/or eliminate future occurrences
Define and implement methods, procedures, tools, and policies to meet the teams technical knowledge and ensure high-quality service is delivered to customers.
Act as the highest escalation point of technical issues and events
Effectively act as the funnels between technical support team and R&D to assist with the prioritization of production issues.
Requirements: At least 3 years of global escalation management experience or a similar role
At least 5 years of experience in technical support roles (interacting and escalating directly with engineering and development teams)
Solid experience supporting Linux-based products (OS Admin or equivalent)
Project managerial skills and background
Enjoy working with customers and collaborating with colleagues using excellent communication and problem-solving skills
High standards of performance and customer service for self and others on the team
Strong verbal and written English and excellent interpersonal skills
Excellent communication and leadership skills
Fluent English (both written and spoken)
Will be nice that you have:
Scripting knowledge & experience (Windows / Linux)
Bachelor of Sciences in Computer Science.
This position is open to all candidates.
