Job Purpose:
This position is responsible for managing technical escalations for our client. This person will coordinate with internal teams and manage them to provide solutions to complex technical escalations. The person will communicate with teams at all levels both internally and within the client's organization. This is a critical position with very high visibility because of its impact on the continuity of the relationship with our end clients.
**Responsibilities**:
- Manage account escalations and critical client issues
- Create action plans to resolve client escalations
- Lead internal teams in resolving complex technical issues
- Present root cause analysis, technical issues, and resolution actions to executive stakeholders
**Knowledge, Skills and Experience**:
- >5 to 8 Years of relevant work experience
- PMP Professional (optional)
- Able to execute instructions and to request clarification when needed.
- Possesses strong data entry skills.
- Able to demonstrate complex problem solving, critical thinking, and decision-making.
- Able to recognize and attend to important details with accuracy and efficiency.
- Able to communicate clearly and convey necessary information.
- Able to converse and write effectively in English and other local / regional language.
- Able to create and conduct formal presentations.
- Able to interact effectively with high levels of management (managers & above.)
- Able to negotiate skillfully and promote/sell ideas persuasively.
- Understand, communicate, and collaborate effectively with people across various identities.
- Possesses strong leadership skills with a willingness to lead, create new ideas, and be assertive.
- Possesses strong organizational and time management skills, driving tasks to completion.
- Able to adjust readily to change and adapt as needed.
- Able to constructively work under stress and pressure when faced with high workloads and deadlines.
- Able to maintain and promote social, ethical, and organizational standards in conducting internal and external business activities.
- Able to work independently with minimum supervision.
- Able to maintain confidentiality of sensitive information.
- Able to effectively multi-task.
- Able to collaborate and build solid, effective working relationships with others.
- Able to exhibit ability to be sensitive to the needs, concerns, and feelings of others.Able to quickly learn/adapt to new systems and technology.
**Working Conditions**:
**What's In It For You?**
- ** Elective Benefits**: Our programs are tailored to your country to best accommodate your lifestyle.
- ** Grow Your Career**:Accelerate your path to success (and keep up with the future) with formal programs on leadership and professional development, and many more on-demand courses.
- ** Elevate Your Personal Well-Being**: Boost your financial, physical, and mental well-being through seminars, events, and our global Life Empowerment Assistance Program.
- ** Diversity, Equity & Inclusion**:It's not just a phrase to us; valuing every voice is how we succeed. Join us in celebrating our global diversity through inclusive education, meaningful peer-to-peer conversations, and equitable growth and development opportunities.
- ** Make the Most of our Global Organization**: Network with other new co-workers within your first 30 days through our onboarding program.
- ** Connect with Your Community**: Participate in internal, peer-led inclusive communities and activities, including business resource groups, local volunteering events, and more environmental and social initiatives.
At Shyft Global Services, a TD SYNNEX Company, we're proud to be recognized as a great place to work and a leader in the promotion and practice of diversity, equity and inclusion. If you're excited about working for our company and believe you're a good fit for this role, we encourage you to apply. You may be exactly the person we're looking for!
We are an equal opportunity employer and committed to building a team that represents and empowers a variety of backgrounds, perspectives, and skills. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity or expression, sexual orientation, protected veteran status, disability, genetics, age, or any other characteristic protected by law.