Job#: 3038451

Job Description:

Location: Redmond, Washington (Remote)

As a Support Escalation Manager, you will serve as a customer advocate, handling high-volume escalations and mediating between teams to drive resolutions. This role involves coordinating across internal stakeholders to remove blockers and advance customer cases related to a suite of enterprise products. You will be a key player in improving the customer experience by demonstrating a commitment to putting the customer first.

• Drive escalation resolution for commercial customers and partners.
• Collaborate with peers and stakeholders such as Program Managers, Technical Advisors, and Escalation Engineers to achieve problem resolution.
• Balance customer satisfaction with the organization's policies to achieve win-win situations.
• Proactively communicate case status and next steps to all stakeholders.
• Be open to receiving feedback and mentoring, with the goal of eventually coaching others.
• Identify recurring or emerging issues and escalate them to the appropriate groups.
• Adhere to strict SLAs while self-prioritizing and managing your workload.
• Identify opportunities to provide a better customer experience and exercise judgment when exceptions to established processes are necessary.

• 5-7 years of customer engagement experience in industry services or a related corporate business.
• 3+ years of experience with enterprise products such as Microsoft 365, Cloud Services, Windows, or Azure.
• 5-7 years of experience managing ticketing systems or providing support.
• Demonstrated experience in escalation management and strong stakeholder coordination skills.
• Excellent written and verbal communication skills, with the ability to summarize complex issues for non-technical audiences.
• Fluency in English is required.

• Strong team player, willing to put the interest of the team ahead of their own.
• Able to influence others’ actions without formal authority.
• 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 judgment and able to articulate the rationale behind a decision.
• Ability to research issues and documentation, leveraging knowledge bases, training, and consultations to find solutions.
• Experience supporting licensing issues or working with partners is a strong plus.

Our team is geographically distributed, speaks many languages, and comes from a variety of cultural backgrounds. We are rapidly expanding and looking for talented people with a passion for solving complex issues and an obsession for customer happiness. Our culture is built around customer obsession, a growth mindset, diversity and inclusion, collaboration, and making a difference.

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.

Everforth Apex uses a virtual recruiter as part of the application process. Click here for more details. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at https://www.apexsystems.com/privacy-policy

Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our ‘Welcome Packet’ as well, which an Everforth Apex team member can provide.

Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at [email protected] or 804-523-8228. Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.

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