Customer Escalation Lead for Azure & 365

Darwinbox Digital Solutions Pvt. Ltd.; Selangor; Hybrid; MYR 80,000 - 130,000; Full time

Job summary

Sonata Software in Malaysia (Hybrid) is seeking a Support Escalation Manager (Customer Advocate) to investigate and resolve complex customer escalations. You will build strong relationships with executives, Legal, and PR, and coordinate across teams to deliver timely, empathetic resolutions.

The role requires exceptional communication, problem-solving, and mentoring abilities, with a focus on driving customer loyalty and retention through effective escalation management.

Qualifications

• Customer recovery and problem resolution focusing on listening, empathy, and meaningful resolution.

Responsibilities

• Customer recovery and problem resolution, with a focus on customer listening, empathy, and meaningful resolution that inspires customer loyalty.
• Drive customer recovery across all products, services, and customer support scenarios such as M365, Azure, Windows, networking.
• Advocate for the best resolution possible for the customer while balancing Microsoft 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 recurring or emerging issues and escalating to the appropriate channels.
• For technical issues, engage with Engineering regarding releases to address critical issues.
• Work closely with Supportability PMs, Technical Advisors, Escalation Engineers, and cross organizations to ensure escalations are addressed.
• Adhere to strict SLAs.
• Self-prioritize and manage case work.
• Contribute towards root cause analysis and identification of improvements.
• Identify opportunities to provide better customer experience.
• Triage and case assignment as needed.
• Create documentation for issues and processes.
• Share knowledge to help the team grow and develop.
• Other duties as assigned.

Skills

Customer empathy

Microsoft products

Troubleshooting

Communication skills

Stakeholder management

Documentation

Mentoring

SLA adherence

Problem solving

Self-management

Tools

M365

Azure

Windows

Active Directory

Networking

Job description

Sonata Software in Malaysia (Hybrid) is seeking a Support Escalation Manager (Customer Advocate) to investigate and resolve complex customer escalations. You will build strong relationships with executives, Legal, and PR, and coordinate across teams to deliver timely, empathetic resolutions.

The role requires exceptional communication, problem-solving, and mentoring abilities, with a focus on driving customer loyalty and retention through effective escalation management.