Technical Support Escalation Manager
DocuSign, Inc. - Seattle, WA

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DocuSign® is the Electronic Transaction & Signature Management leader and global standard for signing anything, anytime, anywhere, on any device. We have enabled over 35 million users to DocuSign more than 209 million documents in 188 countries and 43 languages around the world, while adding 50,000 new users every day . “DocuSign” is well on its way to becoming a verb and a household name.

Are you interested in transforming how people work, live and connect? Do you want to collaborate with an amazing group of peers who’ll inspire you in new ways every day? To further our momentum, we’re looking for a Technical Escalation Manager to join our high performance team in our journey to help everyone do business faster – and better.
The Technical Escalation Manager is responsible for managing the questions and escalations from Tier 1 support and social media channels. In addition to the ability to trouble shoot and close issues, this role is responsible for identifying issue trends and product roadmap requirements as well as providing issue resolution and product training to tier 1.

Responsibilities:
Manages critical and high impact escalated issues in such a manner as to ensure no breakdowns in the communication or scope of the issue.

Interacts daily with front-line support personnel to provide technical guidance for, or take ownership of, cases making their way thru the escalation channel.

Insures visibility of all major issues at the senior management level and provides recommendations/proposals and plans for corrective action.

Provides reports as necessary on Tier 1 performance and productivity along with recommendations for improvements

Conducts regular issue review meetings with key areas of development to ensure timely resolution for issues and communicate findings to customers.

Maintains and publishes detailed schedules and/or action plans. Assigns or obtains resources as needed.

Analyze escalation performance metrics and quality trends, and provides recommendations/proposals for process or product improvement.

Accountable for operational results, including performance standards, metrics, and customer satisfaction.

Review manuals, release notes, and patch documentation for possible issue resolution

Perform complete, accurate, and timely entry of information into CRM for all cases

Provide general product information, configuration support, collection of relevant technical problem identification information, and filter non-technical problems from technical problems

Provide customer with status updates and ongoing communication

Provide technical assistance to all Docusign customers for all products sold by Docusign or Docusign’s Reseller partners

Ensure bugs are opened on all customer found issues (CFD)s

Act as On-Call Support or escalation contact in a rotation during evening and weekend hours

Execute a detailed problem escalation procedure within Docusign and with other external system providers

Provide status to the Docusign management, the customer, Docusign sales and external system providers support staff as necessary

Employ methodical problem resolution techniques to remotely diagnose hardware and operation system end applications using diagnostic utilities

Meet service level agreements set by the Support Manager or Director

Excellent troubleshooting and analytical skills

Excellent verbal and written communication skills

Able to manage difficult and stressful customer situations

Must possess attention to detail and a sense of urgency

Capable of simultaneously managing several tasks

Other core competencies will be defined by your direct supervisor/manager

Takes a self-directed leadership role in the support and resolution of technical issues

Manage critical situations within support team, work towards 100% customer satisfaction for partners and customers

Liaison between support groups, development and other internal teams as identified

Manage critical customer situations, including internal and external communications, schedules, calls, action items

Education/Experience:
3-5 years of customer service experience and experience with contact center technologies from leading IP telephony vendors such as Cisco, Avaya, or Nortel (i.e. agent desktop, IP-IVR, instant messaging, workforce management, call recording)

Four-year technical degree or process management focus

Leadership and/or management coursework

DocuSign, Inc. - 12 months ago - save job - block
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