Support Escalation Manager

About Sonata software:

Sonata Software, with $1 Billion Revenue, is the leading Modernization company. Our unique Modernization approach through Platformation.AI helps create Efficient and Agile digital businesses to drive intelligent ecosystems of the future. Our bouquet of Modernization Engineering Services cuts across Data, Cloud, Dynamics, Automation, Cyber Security, and around newer technologies like Generative AI, Microsoft Fabric, and other modernization platforms

Support Escalation Manager

18 months (Permanent role)

Selangor, Malaysia

Remote

***Fluent in Japanese/ Chinese is Must*

**8+ Years of Experience required

Support Escalation Manager (Customer Advocate) investigates and resolves customer escalations that are escalated outside of the designed support model. Support Escalation Managers have a proven ability to handle some of the most challenging and sensitive customer situations by leveraging their strong communication skills and customer empathy. Required good experience in Microsoft products- knowledge and experience in Microsoft Products such as M365, Azure etc.

Role Responsibilities:

• Customer recovery and problem resolution, with a focus on customer listening, empathy, and meaningful resolution that inspires customer loyalty. Drive positive results for customer & partner experience and customer retention

• Drive customer recovery across all products, services, and customer support scenarios such as M365, Azure, Windows, networking etc., Specialization may occur based on expertise and business need.

• Advocate for the best resolution possible for the customer while balancing Microsoft policy and interests through exception management.

• Communicating effectively case status and roadblocks to stakeholders. Mentoring and consultation with team members Documentation of customer issues for further analysis by the business.

Identifying reoccurring or emerging issues and escalating to the appropriate channels

For technical issues, engagement with Engineering with respect to the release of code/updates to address critical, systemic and emerging issues.

Work closely with Supportability Program Managers, Technical Advisors, Escalation Engineers, and cross organizations to ensure that key support escalations are addressed.

Adhere to strict SLAs

Self-prioritize and manage case work

Contribute towards the identification, documentation and elimination of root cause.

Identify opportunities to provide better customer experience

Triage and case assignment as needed

Create documentation as necessary (for issues, product defect and how to articles, or general purposes such as process and documentation for the future, etc.)

Engage escalation path for consultations and exception approvals per process

Share knowledge and leverage the ideas of others to help the team grow and develop

Other duties as assigned