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 prospects 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 (India)
🏢 Launch IT Consulting
📍 India