Role & responsibilities

- Experience in Partner Programs
- 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 Azure, Windows, Office 365, Active

Directory, Networking etc., Specialization may occur based on expertise and business need.
- Advocate for the best resolution possible for the customer while balancing policy and interests through exception management.
- 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.




- Work closely with Supportability Program Managers, Technical

Advisors, Escalation Engineers, and cross organizations to ensure that key support escalations are addressed.
- Contribute towards the identification, documentation and elimination of root cause.
- Identify opportunities to provide a better customer experience
- Triage and case assignment as needed
- Create documentation as necessary (for issues, product defect and how to articles, or general purposes such as process and documentation for the future, etc.)
- Engage escalation path for consultations and exception approvals per process
- Share knowledge and leverage the ideas of others to help the team grow and develop

📌 Relationship Manager (Gurugram)
🏢 Launch IT Consulting
📍 Gurugram