Global Escalation Manager 2nd Shift

| Greater Denver Area
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Are you a seasoned Tier 3 Technical Support Engineer or Technical Support Account Manager (TAM/TSAM) with Agile discipline experience.  At Webroot, we have an opportunity for you to use your strong customer service orientation, technical skill and management experience . The ideal candidate is expected to work product technical support escalations from both Webroot Business and Consumer customers, and be comfortable working directly with both highly technical as well as less technical users by telephone ,email and in writing over tickets .Strong verbal and written communication skills as well as comprehensive understanding and experience with Remote Monitoring and Management (RMM) integrations. Candidates should be able to troubleshoot workstation, operating system, and network issues with regard to the entire Webroot product line to resolution, while at the same time providing the highest level of customer service and satisfaction. Work week for this position is expected to be Sunday – Thursday, 5:00pm – 2:00am.    This is a phenomenal opportunity to leave your mark on an expanding organization that is already recognized for providing top notch support for our customers.  Pick up where we are currently and take our support function to world-class status!

 

As our Global Escalation Manager, based in Broomfield CO., you will:

  • Monitor and respond in a timely manner to ticketing queues, escalations, defects and emails
  • Field escalation support requests from fellow escalation team members
  • Provide clear constructive feedback and responses to customers and coworkers
  • Handle difficult situations in a professional manner at all times
  • Represent the voice of the customer within Webroot
  • Perform testing functions to reproduce and verify defect fixes and to assist the Quality Assurance teams when needed
  • Contribute regularly to internal and external knowledgebase articles
  • Ability to escalate well documented defects and work directly with development when needed
  • Work within the defined Service Level Agreements
  • Provide TOP support to ALL customers

REQUIRED SKILLS AND EXPERIENCE

  • 3+ years of experience in a call center environment
  • 3+ years of experience resolving complex product issues - security software products preferred
  • Advanced technical knowledge in: Windows, Mac, desktop applications, servers, networking, security, and web applications, with direct experience supporting RMM integrations
  • Basic automation scripting or software development capabilities
  • Strong customer service skills addressing the needs of both the external and internal customer with strong written, communication and process skills
  • Ability to work under pressure, multitask and prioritize tasks

DESIRED SKILLS AND EXPERIENCE

  • 3+ years Technical Account Management(TAM)/Technical Support Account Management(TSAM) experience
  • Product Management/Ownership experience
  • Cross functional project management experience

 

Carbonite was launched with a clear goal: Provide easy-to-use, secure and affordable online backup to the consumer market. Today we are a leading provider of data protection, with a comprehensive portfolio of solutions purpose-built for consumers, small and midsized businesses with a global network of partners including VARs, MSPs and OEMs.

Together with Webroot—acquired by Carbonite in 2019—we provide end-to-end data resilience. Our company vision is to safeguard people and businesses from the cost and consequences of data loss and cyber threats. We deliver on that vision with powerful antivirus protection plus easy-to-use backup and recovery services.

Our business requires top talent. We foster a thriving, dynamic environment rich with inventive minds and entrepreneurial spirit. From engineering to sales and marketing, operations and customer support, our 1600 employees are empowered and encouraged to build their careers at Carbonite.

We pride ourselves on hiring standout candidates who shine in a workplace that encourages collaboration and teamwork.  Carbonite is growing fast, and we’re currently looking for talented candidates around the globe.  Are you ready to grow with us?

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Location

385 Interlocken Crescent, Broomfield, CO 80226

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