Support Escalation Manager
Sonata Software
Posted
3 weeks ago
Selangor, Malaysia
Onsite
MYR 5K
Mid Level
Full Time
Sema Summary
As a Support Escalation Manager at Sonata Software, you will oversee the escalation process for customer support issues, ensuring timely resolution and customer satisfaction. This mid-level position requires previous experience in support management, particularly in a technical environment. Ideal candidates will possess strong problem-solving abilities and excellent communication skills. The role is based in Selangor, Malaysia, and offers a full-time employment structure, but does not specify additional benefits.
About Company
Sonata Software is a leading software solutions provider, focused on delivering cutting-edge technology and support services to enhance customer experience.
Core Requirements
- Bachelor's degree in IT or a related field
- Experience in support management
- Strong problem-solving skills
- Excellent communication skills
- Ability to manage escalated issues
Responsibilities
- Manage escalated customer support issues
- Coordinate with technical teams for issue resolution
- Provide regular updates to customers
- Document incident reports and escalate recurring issues
- Train support staff on escalation processes
- Analyze customer feedback for service improvement
- Ensure compliance with service level agreements
Must Have skills
Nice To Have Skills
Tools Knowledge Requried
Job Keywords
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