Senior Engineer - Cloud & Infra Management

As a CritSit Manager CSM during your shift youll be proactively monitoring all CritSits to determine which CritSits require immediate engagement and to ensure that the CritSit process is being followed and any need of escalation is addressed

When engaged the CritSit Manager collaborates with various supportengineering teams following up on case assignment escalates as needed and drives continuous traction towards resolution

CritSit Managers effectively engage with customers providing strong collaboration and communication for increased trust and customer satisfaction When managing a CritSit the CritSit Manager will need to be able to share concise status updates to our customers demonstrating progress and any potential blockers

To be successful in their role CritSit Managers must be able to demonstrate empathy and deescalate our customers during their most critical support concerns instilling confidence in them and have them realize that the CritSit Manager is an extension of them advocating attention on their concerns from the broader Support organization

The CritSit Manager will need to facilitate and broker discussions between the customer members of the Support team and members of the Account team

The CritSit Manager will collaborate leverage relationships and influence Engineering teams andor Support teams to identify the right technical resource and ensure the right groups are engaged to resolve highly complex customer issues

Identifying systemic issues and flagging process breakdown during the execution of the CritSit Process the CritSit System

Effective endtoend technical escalation management driving fast and accurate resolutions for our customers

Proactive initiatives to help mitigate and minimize repeating incident themes

Demonstrate a strong sense of urgency focus and going above and beyond for our customers

Meet or exceed customer expectations on response quality timeliness of responses and

overall customer experience

Push creative thinking beyond closed boundaries to come up with process improvements and new ways to delight customers

Qualifications

Required Qualifications

3 years of customer service technology industry or related experience

Passion for solving customer issues and advocating for their success in a fast paced

highly technical environment

Excellent relationship management customer service and communication skills in variety

of forms written live chat conference calls inperson

Strong English written and verbal communication skills

oOther languages may be required depending on location and area to be supported

Excellent judgment decision making skills and the ability to work under continual deadline pressure

Strong sense of empathy and compassion during tense customer interactions

Ability to remain calm composed and articulate when dealing with tough customer

situations

Ability to deescalate a customer quickly instill confidence and advocate for them

Ability to influence and build relationships within our broader Support organization

Collaborative team player with strong stakeholder management skills

Ability to manage and work within ambiguity to reach a successful outcome

Strong prioritization and time management

Excellent at multitasking task prioritization

Certifications relevant to the Microsoft products are helpful

Ability to work weekend and public holidays is required

Preferred Qualifications

Inquisitive and proactive actively identifying new problems to resolve

Escalation management Critical situation handling

Influencing impact experience in working with various groups for common goals