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 Client policy and interests through exception management.
- Communicating effectively case status and roadblocks to stakeholders.
- Mentoring and consultation with team members
- Documentation of customer issues for further analysis by the business.
- Identifying reoccurring or emerging issues and escalating to the appropriate channels
- For technical issues, engagement with Engineering with respect to the release of code/updates to address critical, systemic and emerging issues.
- Work closely with Supportability Program Managers, Technical Advisors, Escalation Engineers, and cross organizations to ensure that key support escalations are addressed.




- Adhere to strict SLAs
- Self-prioritize and manage case work
- Contribute towards the identification, documentation and elimination of root cause.
- Identify opportunities to provide better customer experience
- Triage and case assignment as needed
- Share knowledge and leverage the ideas of others to help the team grow and develop
- Other duties as assigned

Preferred candidate profile

Passionate about resolving complex problems

- A service customer advocate at heart; ability to empathize
- Effective active listening
- Solid organizational skills and the ability to self-direct work to meet deadlines
- Confident with their own judgement of a situation and able to articulate the reasoning behind it
- Exceptional troubleshooting and problem-solving skills
- Ability research issues and documentation, leverage knowledge base, training and consultations to find solutions
- knowledge and experience in Microsoft Products such as M365, Azure etc.
- Knowledge of Operating Systems, Active Directory, Clustering and Networking an advantage.

📌 Support Escalation Manager (Gurugram)
🏢 Launch IT Consulting
📍 Gurugram