Support Escalation Manager

Managing Premier Customers' and Partners' Critical Situation incidents to ensure that the CritSit process is being followed and any need of escalation is addressed. Delivery of a high-quality customer and partner experience through timely and effective response to internal and external customer needs; owning active Critical Situations. Delivering a high-quality customer and partner experience through timely and effective resolution of customer's issues in the quickest way possible. Expanding internal visibility of Premier Customers' Critical Situations by managing complex, mission critical, or politically hot Premier customer situations, including Enterprise Accounts and Partners during afterhours. Identifying systemic issues and flagging process breakdown during the execution of the CritSit Process. Stepping up to take on challenges by acting as Crisis Manager in catastrophic outage situations. Pursuing proactive actions to help prevent future issue. Leading project and working group to improve process and tools. Establishing / Maintain Relationships Collaborating effectively with the customer and internal groups to solve customer issues and improve business processes in the quickest way possible. Actively participating on projects initiatives owned by CMET Providing CritSit reporting to allow businesses to make better decisions. 10+ years of working experience in a customer-oriented position (customer support / helpdesk / service delivery manager / critical situation management) of which a minimum of 2 years in technical role Ability to work non-standard hours, weekends and public holidays is required Bachelor's Degree with major in Computer Science or Information Technology is preferred Excellent interpersonal, written and verbal communication skills; This position requires the ability to use assertive, positive and effective communications skills (written and oral) to market thoughts and ideas, work effectively across multiple management levels up the executive level as necessary. Exceptional organizational skills to manage effective escalation, meeting customers expectations and ensuring positive contribution to business KPI`s Candidate must be action oriented, demonstrate ability to drive issues to resolution on behalf of the customers Proficiency in spoken and written English and Korean language is required . 7+ years technology industry, customer service, or related experience ITIL certification Project Management Certification