• Escalation Manager - Global Support Services

    Location US-NC-Raleigh
    Posting date 2 months ago(9/27/2018 4:10 AM)
    Job ID
    Software Engineering
    Remote base
  • Company description

    At Red Hat, we connect an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-performing solutions. We offer cloud, Linux, middleware, storage, and virtualization technologies, together with award-winning global customer support, consulting, and implementation services. Red Hat is a rapidly growing company supporting more than 90% of Fortune 500 companies.

    Job summary

    Red Hat's Global Support Services (GSS) team is looking for an Escalation Manager with a full understanding of IT and high-tech industries’ problem-solving practices to join our Escalation Management team (EMT) in Raleigh, NC. In this role, you will work as part of a customer-facing escalation management team, providing high quality technical support to Red Hat’s customers around the globe and across all of Red portfolio of offerings and solutions.

    Primary job responsibilities

    • Use a solid repertoire of professional skills to facilitate technical and management escalations in our installed base by working with customer engagement and technical support team, engineering business teams, and third-party partner companies
    • Perform technical project and problem escalation management using a holistic approach, typically from initiation to resolution delivery, while ensuring that appropriate resources are engaged when needed
    • Coordinate cross-functional teams through meetings and progress measurement activities which bring distinct, specific escalations to completion in a timely manner   
    • Perform regular updates to the Unified Escalations List and Watch List entries for the assigned situations in a manner which is consistent for the intended audience, including technical support delivery, sales, and upper management
    • Perform mentoring and coaching that allows peers within the Customer Experience and Engagement (CEE) team to continue managing the escalation situation while enhancing their soft skill set
    • Serve as the local point of contact for questions about processes and procedures and to intake and address process improvement recommendations
    • Ensure that the quality of case contents and management meet internal standards   
    • Monitor call handling and hand-off to ensure that escalated cases are being handled promptly and by priority
    • Document case quality analysis on escalated cases
    • Provide feedback to managers on case and process performance at an individual level
    • Train associates on new or revised processes

    Required skills

    • 5-7 years of IT or high-tech industry experience managing customer escalations
    • Experience identifying and implementing process improvements
    • Technical support delivery experience; experience with the Red Hat solutions portfolio and open source software development is a plus
    • Experience dealing with complex implementations and multidisciplinary and globally-distributed teams
    • Solid experience planning and communicating with diverse stakeholders with differing goals, from development and support engineers, to sales and professional services, up to "C-Level" executives

    Red Hat is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, uniformed services, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.

    Red Hat does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Red Hat and the recruitment agency or party requesting payment of a fee.


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