ESSENWARE PRIVATE LIMITED
Location
Kolkatta | India
Job description
Responsibilities
Role Description The purpose of this role is to coordinate case activity that leads to a successful de escalation of a customer situation, with responsibilities detailed below: Driving and prioritizing support cases relating to the escalated customers, including proactively identifying case dependencies and taking appropriate action (see example activities). Checking the correct priority is set, requesting an increase if necessary and informing the Front Office Lead or Escalation Manager as required. Requesting and ensuring case escalation for the higher priority cases agreed with the Customer and Front Office Lead or Escalation Manager. Requesting and ensuring R&D incident escalation for the higher priority cases agreed with the Customer and Front Office Lead or Escalation Manager. Proactively liaising with case owners and other resolver groups to understand the current status and the next steps to resolution. Proactively liaise with the Service Desk to ensure escalated cases are treated with higher priority. Proactively liaising with R&D when necessary Understanding potential delays and roadblocks for cases, taking appropriate action to alleviate the situation and informing the Front Office Lead or Escalation Manager if required. Identifying when a case would require additional assistance for example from R&D or the Situation Room to add extra expertise for faster resolution. Identifying when an Escalation Manager (if not already assigned) may be required to expedite resolution. Producing a regular status summary on an agreed cadence to the Front Office Lead or Escalation Manager and supporting them in status reviews/updates with the Customer as required. Example activities Checking the case status daily to review case notes, understand current status, and identify where and how to expedite. Liaising with case owners to share latest customer info. Keeping Resolver Group Managers and Team Leads appraised when a case in their team is flagged as critical. Expediting tasks to the required level (Manager/Director/VP/SVP) that pose a risk to the de escalation strategy, pro actively securing resolution. Liaising with case owners to share latest information that aids resolution and to motivate their active participation. Participating in customer calls to review open cases as required by the Lead; and capturing and sharing `lessons learnedJob tags
Salary
