Reports To

Director, Critical Accounts Program Manager, Technical Support

What You Will Be Doing

Chargepoint is seeking duty managers to oversee the Primary Technical Assistance Center's Escalation Management Program (PTAC). PTAC is essential to our business since it performs numerous services that help customers succeed. In-depth knowledge of international services/support operations and the main factors influencing customer satisfaction would be required for the position. The ideal candidate should have extensive experience managing technical escalations for significant and strategic customers from beginning to end, including personally driving escalations through Support and Engineering teams and corresponding with both internal staff members and external customers, including Executive Management. The capacity to handle many objectives, excellent communication skills, executive presence, and a feeling of urgency to solve client problems are all qualities that this leader should possess. He or she will have a big picture perspective, be practical, and be able to function well in a matrixed setting.

Responsibilities:

• Complete oversee and manage efficiently the escalations in scope/shift to ensure we retain customer loyalty
• To guarantee complete customer satisfaction, manage and oversee the overall resolution of highly visible, international, and strategic customer issues.
• Engage in active communication and close collaboration with the CP Engineering or Sales teams on complex technological problems.
• Prioritize problems and give thorough information in a timely manner to customer, account teams, and Executives.
• Encourage customer confidence and trust in ChargePoint support when speaking with them.
• Recognize patterns in escalations and inform support managers and engineering.
• Coordinate with internal departments (Sales, Technical Support, Product Management, or Engineering) to meet customer needs while controlling customer expectations. Ensure fast and thorough resolution of technical challenges and business concerns that have escalated.
• Report account or issue status to management and customers on time, in executive summary format.
• Proactively identify risks and work with internal teams to reduce them.
• Participate in internal initiatives and projects to help the team exchange knowledge and best practices more effectively.

What You Will Bring to ChargePoint

• Tenacious commitment to customer-focused support
• Must have exceptional escalation management and documentation skills
• Sense of Urgency to customer escalations
• Account and case management skills including investigating and understanding current and historical issues for specific accounts
• Open communicator, ability to give and receive actionable feedback
• Proactively identify areas to reduce or avoid escalations and improve support experience
• Sets high standards in de-escalations and increase customer loyalty by driving account recovery

Aptitudes

• Ability to prioritize, multi-task, and perform effectively under pressure
• Aptitude both for analyzing technical concepts and translating them into business terms, and for mapping business requirements to technical features
• Strong communication, interpersonal, motivational, and organizational skills.
• Ability to collaborate with various departments to provide timely Root Cause Analysis for the escalations

Requirements

• 7+ years of relevant work experience in Escalation Management in large Technical Support Environment
• Bachelor’s degree or equivalent
• Willing to work in night shifts (EST/PST Time zone)
• Excellent written and verbal communication, including technical writing skills 
• Proficient in Root Cause Analysis and Reporting
• Highly Proficient in managing critical escalations or accounts from support perspective

Experiences Desired:

• Minimum of 5 years in handling Escalation Management in Mission Critical Environments of Enterprise accounts.
• Experience dealing with large-scale, technologically complex accounts which are constantly challenging product capabilities
• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization.
• Strong knowledge of Microsoft Office products, familiar with Salesforce, CRM, Communications or telephony systems experience

Location

Bangalore ,India