CUSTOMER SERVICE & ESCALATION MANAGER (PORTUGUESE & ENGLISH) - (K300)

Overviewwe 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.responsibilitiesresolution customeracts 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...