Support Incident Manager, Inc
Buenos Aires, AR
hace 3 días
source : DirectEmployers Association

Job Category Customer Success Group Job Details The Support Incident Managers are part of the Customer Escalation Management (CEM) team within MuleSoft's Global Support organization.

The Support Incident Manager's main task is to facilitate a flawless Follow-The-Sun (FTS) support operation by coordinating seamless handoffs of critical cases between regions, appropriate responsiveness on all active cases, monitoring and follow-up on cases escalated outside of the Global Support organization.

This position offers the opportunity to improve MuleSoft's customer experience by ensuring that high impact and high visibility issues are handled at priority by the Global Technical Support organization.

The Incident Managers continually monitor unresolved critical and escalated cases, working very closely with Regional Support Leadership to drive ownership and accountability for the Support cases currently active in their region.

What You'll do : + Complete product, business and messaging training.+ Get familiar with MuleSoft Service, Customers, and Cross-Functional stakeholders related to case / issue management.

  • Influence positive customer outcomes by : + Creating cohesion across a multi-region global support organization;+ Proactively engaging with the Customer Success organization about customers with scheduled Go-Live activities that may be at risk of slipping;
  • Guiding tickets to resolution via collaboration among the Technical Support, Engineering and Product teams;+ Maintaining an open communication channel between MuleSoft and the customer on issues that may be pending action.
  • Ensure important cases and issues faced by the support team are effectively summarized and communicated with upper management and other departments.
  • Actively participate in team and departmental meetings by providing feedback on current day-to-day activity and recommendations for improvement.
  • Make sure existing escalations are being monitored and actioned by responsible internal parties to meet SLA / SLOs.+ Join customer conference calls to facilitate the discussions and provide escalation management during issue where more input is needed.
  • Follow up on any RCA (root cause analysis) required.+ Ability to drive change through process improvement across internal organizations.
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