Escalations Manager

Job Description

Job Description

Momentum Telecom is a leading global provider of managed cloud communications services to medium and large enterprise customers. Our offerings include cloud voice, unified communications, and collaboration, and managed data connectivity including SD-WAN. Headquartered in Atlanta, GA, our organization is growing, and we are looking to expand the talent on our Network Operations Team!

Summary

The person who can successfully fill this position will be instrumental in establishing effective communication between our Network Engineers, Account Managers, and customers. They will primarily handle escalated support cases and work to strengthen relationships and enhance the understanding of processes between customers and our internal support team. In addition, it will be imperative to create and maintain successful relationships with our Carrier Partners to resolve issues with efficiency and escalate urgent issues. In the event of a process disruption, this person will assist in updating procedures, documenting those updates, and escalate the issue as needed. They will also lead the communications and reporting team, to communicate maintenance activities and build valuable reports for the support organization, including NOC and Managed network productivity.

Essential Duties and Responsibilities

• Manage the overall escalations process and perform as primary interface for customer escalations within the network operation / managed network engineering teams.
• Build successful relationships with our Carrier Partners account management and technical support management team to maximize efficiency and provide high level support to our customers.
• Lead the communications and reporting team to build new reporting and create more efficient communications to our customers.
• Help educate the customer throughout the escalation process on Momentum SOP to reduce customer confusion, and overall number of escalations.
• Prioritize and continually follow-up on escalations with persistence so that the customer, account manager, and Momentum engineers have a clear channel of communication.
• Ensure customer is heard and that the customer is updated throughout the escalation process.
• Establish correct expectations and communicate effectively through resolution of ticket.
• Work with other support departments on new report creation.
• Identify opportunities to update, enhance, and improve process to reduce the number of escalations.
• Ensure that approved process improvements are thoroughly communicated and documented across all applicable departments.
• Review and identify root cause for all escalated service requests and use this information to provide feedback to Account Management, Network Engineering Management, and Support Management for continuous improvement.

Education and Experience

Knowledge, Skills, and Abilities

Successful candidates will possess and be required to show the following KSAs in this role :

Ethernet, Fiber, LTE, MPLS, SD-Wan circuit knowledge proficiency

Other

Employee must be available to work stated business hours as required, be able to travel for conferences, seminars, and other off-site functions and must adhere to Company policies and procedures. Regular attendance is essential (i.e. is consistently at work and on time).