Support Escalation Specialist

Company Description

Inetum is a European leader in digital services. Inetum’s team of 28,000 consultants and specialists strive every day to make a digital impact for businesses, public sector entities and society. Inetum’s solutions aim at contributing to its clients’ performance and innovation as well as the common good.

Present in 19 countries with a dense network of sites, Inetum partners with major software publishers to meet the challenges of digital transformation with proximity and flexibility.

Driven by its ambition for growth and scale, Inetum generated sales of 2.5 billion euros in 2023.

Job Description

• Acts as a primary contact for moderate to highly complex (e.g., longer running issues or more sensitive issues) escalation issues for customers. Collaborate with various internal and external teams to resolve customer issues. Communicate with customers to understand their issue and improve their experience. Mentors others on Support Escalation Management team. Leads projects to drive key strategic initiatives.
• Provides status updates to customers on moderate to highly complex issues over the phone or through email regarding issues following documented process.
• Identifies and drives opportunities within team and across stakeholder groups in postmortem discussions to remediate future issues.
• Develops and maintains relationships with internal teams, partners, and senior leadership.
• Collaborates, leverages relationships, and influences engineering teams and/or operations teams to identify the right technical resource and ensures the right groups are engaged to resolve highly complex customer issues.
• Owns escalated issues and manages customer incidents to identify and remove barriers. Ensuring existing processes are not a blocker to customer issue resolution. Mentors other Support Escalation team members on how to handle moderate to highly complex cases.
• Identifies systematic issues and process breakdowns.
• Creates an executive summary detailing the customer issue, impact on the business, and status of the resolution. Identifies patterns in customer issues and identifies strategies to resolve reoccurring issues.

Qualifications

• About three years of experience in technology industry, customer service or related experience.
• Experience working with Microsoft products and services.
• Technical support experience (M365, Azure, on-prem / server technologies).
• Ability to identify short term mitigation and propose options for longer term resolution.
• Excellent judgment, decision making skills, and the ability to work under continual deadline pressure.
• Ability to influence and build relationships in an international environment.
• Fluent in English.