Support Escalation Manager

Job not on LinkedIn

November 25

Apply Now

Receive Emails with Similar Jobs

Qoria

WebsiteLinkedInAll Job Openings

Education • SaaS

<Qoria> Qoria is a global technology company focused on keeping children safe and well in their digital lives by connecting schools, families and communities with digital safeguarding, parental control and cyber-safety education solutions. The company provides platforms and services used by thousands of schools and millions of families worldwide (brands include Linewize, Smoothwall, Qustodio and ySafe), delivering tools for student digital wellbeing, monitoring, content control and educational programs to prevent harm and support mental health online.

201 - 500 employees

Founded 2015

📚 Education

☁️ SaaS

📋 Description

• Troubleshoot and Resolve Customer Issues: Take ownership of escalations, applying deep product domain knowledge to troubleshoot issues as part of a Root Cause Analysis to ensure the core problem is identified. You'll reproduce customer issues, investigate to identify the problem clearly and accurately, and create the appropriate ticket type. • Drive Optimal Customer Outcomes: Prioritize issues for investigation and resolution. You’ll collaborate with engineers to find mutually agreeable outcomes and implement workarounds to restore functionality while a permanent fix is in progress • Communicate and Coordinate: Ensure engineering updates are communicated to Support and affected stakeholders in a timely manner. You'll use your understanding of current ticket progress to decide whether to interrupt work for a higher-priority ticket, continually demonstrating excellent judgment. • Champion Continuous Improvement: Build strong relationships with stakeholders in Engineering and Support to drive improved customer and support outcomes. You will leverage knowledge of customer success and support teams to identify areas of the product which generate a large number of queries. This data is then used to escalate to Product Teams on the need for new or modified features. • Knowledge Management: Identify and manage an internal knowledge base of known issues and a catalogue of workarounds to assist in future incident resolution.

🎯 Requirements

• Deep Technical Acumen: Competency in technical domains, such as networking and authentication, device management and cloud architecture • Exceptional Problem-Solving Skills: Proven ability to validate issues are defects and suitable for resolution by development teams, and to ascertain if workarounds are available • Communication & Collaboration: Effective collaboration and communication with team members and stakeholders. Must demonstrate conflict resolution skills and a tenacious mindset to enable opposing parties to agree and commit to resolutions. • Ownership and Initiative: Takes ownership of their work and learning, showing initiative, and actively seeking knowledge and continuous improvement. Accepts and integrates constructive feedback effectively. • Process Adherence: Experience in ensuring processes are being adhered to and the ability to influence and align stakeholders, even senior ones, to achieve optimal outcomes.

🏖️ Benefits

• Competitive salary including company shares • Flexible working options • Fantastic office space in Leeds