Support Escalation Manager

About Sonata software:

Sonata Software is a Bengaluru-based global IT services and modernization company with billion in revenue, specializing in digital engineering, cloud, data, and Microsoft Dynamics. They utilize a unique Platformation methodology—a 16-step framework—to help Fortune 500 companies in BFSI, retail, manufacturing, and travel modernize their business models

Support Escalation Manager

Permanent Role

Selangor, Malaysia

Remote

***Fluent English is Must***

8+ Years of Experience required

Support Escalation Manager (Customer Advocate) investigates and resolves customer escalations that are escalated outside of the designed support model. Support Escalation Managers have a proven ability to handle some of the most challenging and sensitive customer situations by leveraging their strong communication skills and customer empathy. Required good experience in Microsoft products- knowledge and experience in Microsoft Products such as M365, Azure etc.

Role Responsibilities:

• Customer recovery and problem resolution, with a focus on customer listening, empathy, and meaningful resolution that inspires customer loyalty. Drive positive results for customer & partner experience and customer retention

• Drive customer recovery across all products, services, and customer support scenarios such as M365, Azure, Windows, networking etc., Specialization may occur based on expertise and business need.

• Advocate for the best resolution possible for the customer while balancing Microsoft policy and interests through exception management.

• Communicating effectively case status and roadblocks to stakeholders.

o Mentoring and consultation with team members

o Documentation of customer issues for further analysis by the business.

o Identifying reoccurring or emerging issues and escalating to the appropriate channels

o For technical issues, engagement with Engineering with respect to the release of code/updates to address critical, systemic and emerging issues.

o Work closely with Supportability Program Managers, Technical Advisors, Escalation Engineers, and cross organizations to ensure that key support escalations are addressed.

o Adhere to strict SLAs

o Self-prioritize and manage case work

o Contribute towards the identification, documentation and elimination of root cause.

o Identify opportunities to provide better customer experience

o Triage and case assignment as needed

o Create documentation as necessary (for issues, product defect and how to articles, or general purposes such as process and documentation for the future, etc.)

o Engage escalation path for consultations and exception approvals per process

o Share knowledge and leverage the ideas of others to help the team grow and develop

o Other duties as assigned