Support Escalation Manager - English Speaker

Sonata Software; Malaysia; On-site; MYR 120,000 - 180,000; Full time

Job summary

Sonata Software in Malaysia is seeking a Support Escalation Manager (Customer Advocate) to investigate and resolve customer escalations beyond the designed support model. The role requires strong communication, empathy and the ability to build relationships with colleagues, team leaders and senior stakeholders across the organization.

You will balance policy and customer interests, mentor teammates, document issues for analysis, and ensure SLAs are met while collaborating with Engineering to

Qualifications

• Ability to resolve complex customer escalations with empathy and professionalism.
• Strong communication skills for stakeholders at executive level, Legal and PR.
• Ability to collaborate across teams and drive resolutions within SLAs.

Responsibilities

• Investigate and resolve customer escalations beyond the designed support model.
• Drive customer recovery and retention across products and services.
• Balance policy with customer interests through exception management.
• Communicate case status and roadblocks to stakeholders clearly.
• Mentor and consult with team members to improve outcomes.
• Document customer issues for further analysis and knowledge sharing.
• Escalate recurring issues to appropriate channels and engage engineering when needed.
• Adhere to strict SLAs and prioritize cases effectively.

Skills

Customer empathy

Communication

Problem solving

Organizational skills

Judgement

Troubleshooting

Documentation

Mentoring

Microsoft products

Job description

Support Escalation Manager (Customer Advocate) investigates and resolves customer escalations that are escalated outside of the designed support model. Support Escalation Managers have a proven ability to handle some of the most challenging and sensitive customer situations by leveraging their strong communication skills and customer empathy. In addition, this individual will be expected to proactively develop strong relationships across the organization, working collaboratively with colleagues, team leaders, and senior stakeholders across the company. A successful advocate has clear and professional communication skills appropriate for stakeholders on the Executive team, Legal and PR teams.

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 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 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 opportunities to provide 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
• Other duties as assigned

Key Skills and personal attributes

• Passionate about resolving complex problems
• Passionate about Microsoft products/services
• A service customer advocate at heart; ability to empathize
• Strong 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