Overview We are seeking a highly motivated individual to join our team as a Customer Service & Escalation Manager. In this role, you will work across a range of support offerings, including critical issue management and resolution, customer communication, and resource allocation. You will handle escalated customer/partner issues and complex support scenarios, engaging directly with customers to identify and resolve complex technical challenges and drive end-to-end problem resolution while upholding core values of empathy, passion, and integrity. This position offers the opportunity to make a significant impact on customer satisfaction and operational efficiency within our support organization. Accelerating Progress. Securing Futures. At TeKnowledge, we help governments, businesses, and technology providers not only navigate but thrive in today’s complex technology landscape. Our services provide unparalleled value and impact to our clients across cybersecurity, advanced technical skilling, and enterprise technical support. We are committed to enabling technology, AI, CX, and security, uniquely positioning us in the market, and ensuring our customers are equipped to achieve their strategic goals. Responsibilities Resolution Customer Acts as a primary contact for moderate to highly complex issues for customers. Communicates with customers to understand their issues and improve their experience. Effective end-to-end escalation management, driving fast and accurate resolutions for our customers. Leads strategic projects designed to improve resolution times, customer satisfaction and increase efficiency. Set and manage support expectations with customers. Escalation Handling Drive high-risk issues to resolution by establishing clear communication channels, documenting, and tracking agreed actions, and maintaining an orchestration role across multiple stakeholders. Understand the cause of the issue, its business impact, and level of urgency from Customer and other stakeholders. Collaboration Collaborates, leverages relationships, and influences engineering teams and/or operations teams to identify the right technical resource and ensures the right groups are engaged to resolve highly complex customer issues. Develops and maintains relationships with internal teams, partners, and senior leadership. Process Improvement Identifies systematic issues and process breakdowns. Pushes creative thinking beyond closed boundaries to come up with process improvements and new ways to delight customers. Creates an executive summary detailing the customer issue, impact on the business, and status of the resolution. Identifies patterns in customer issues and identifies strategies to resolve recurring issues. Qualifications Required qualifications: 2+ years of customer service, technology industry, or related experience. Bachelor's degree in technology, business, or equivalent field. Excellent relationship management, customer service and communication skills in variety of forms (written, live chat, conference calls, in-person). Strong Portuguese written and verbal communication skills. Strong English written and verbal communication skills. Understanding of reactive case lifecycle and troubleshooting methodology. Strong judgment, decision-making skills, and ability to work under continual deadline pressure. Excellent at multi-tasking, task prioritization, and time management. Collaborative team player with strong stakeholder management skills. Preferred qualifications: Customer Service Management experience in an IT-related environment. Familiarity with Microsoft products/services. Information Technology Infrastructure Library (ITIL) Certification. #J-18808-Ljbffr