VMware

Principal Escalation Manager

VMware
3900 N Capital of Texas Hwy, Austin, TX 78746, USA
Full-TimeDepends on ExperienceMid-LevelBachelors
Job Description

We are seeking a talented individual to join our Global Escalation Management team. The Escalation Manager position is a highly challenging and visible role focused on improving customer satisfaction during escalated incidents. Prioritize & drive escalations to ensure visibility, traction, and resolution. Ensure the customer’s voice is heard throughout the escalation process. Set correct expectations and drive relief and resolution through effective communication.
Monitor customer issues to determine when escalation and enhanced focus is needed to contain customer frustration. Provide regular regional status updates for all escalated Service Requests. Coordinate resources across Support, R&D, Product, Partners, and other organizations to drive efficient resolution of customer escalations.

Where is this job?
This job is located at 3900 N Capital of Texas Hwy, Austin, TX 78746, USA
Job Qualifications

  • A strong sense of ownership and an urgency to resolve customer problems.

  • The ability to manage customer escalations by following set processes and improvising during abnormal scenarios.

  • Experience as an Escalation Manager.

  • 4+ years experience in a technical support organization preferably of an enterprise software product.

Required Skills

  • MS Word

  • Time Management Skills

  • Conflict resolution skills

  • MS Excel skills

  • Analytical skills (data driven)

  • Documentation/Reporting

Soft Skills

  • Process Improvement

  • Driven and self-motivated

  • Communication Skills

  • Problem Solving Skills

  • Flexibility/Adaptability

  • Detail oriented and highly organized

  • Multi tasker

Compensation

According to JobzMall, the average salary range for a Principal Escalation Manager in 3900 N Capital of Texas Hwy, Austin, TX 78746, USA is $90,000-$140,000 per year.

Additional Information
VMware is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
Required LanguagesEnglish
Job PostedOctober 26th, 2021
Apply BeforeJune 21st, 2025
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About VMware

VMware, Inc. provides the development and application of virtualization technologies with x86 server-based computing, separating application software from the underlying hardware. Its virtualization infrastructure solutions, which include a suite of products designed to deliver a software-defined data center, run on industry-standard desktop computers and servers and support a wide range of operating system and application environments, as well as networking and storage infrastructures.

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