Essential Skills & Experience
- Solid understanding of service operations and metrics
- To act as a techno manager by having Experience in technology and Process in order to address the escalations.
- Engage timely required technical stakeholders and normalise customer sentiment
- Strong ownership and engagement to navigate various internal teams like TECH, ENG, Account team etc.
- Identify the hurdles and engage the right tech teams to get the faster resolution for escalated cases.
- Solid internal stakeholder and external stakeholder management Leadership and execution skills to identify Product, Process and People improvements and drive them
- Handle customer case escalations.
- Acknowledge the escalated case.
- Engage TSR, SME or Oncaller to get faster resolution.
- Ensure assignment of correct case owner & engage them.
- Understand the impact and urgency of the issue, determine appropriate next steps & engage all relevant parties to agree on the action items/Next steps and communicate with the Customer with a meaningful update.
- Monitor case continuously and update customers accordingly to track the escalation to closure.
- Engage Vendors and Google Vendor Operations Team as needed for escalation, resolution, handoff & closure process.
- Coordinate with case owner to create cases/bugs and consults for tracking as needed
- Send executive summary of issues to internal Google executives
- Identify causes of escalation and propose process and product improvements to address gaps.