Escalation Manager - Noida, India - Prospecta Software
Description
JD – Escalation Manager
Company Overview
Prospecta was founded in 2002 in Sydney, Australia, to provide data management and automation software for enterprise clients. Prospecta has evolved to be a leading data management software company. Prospecta's flagship product, MDO (Master Data Online), is an enterprise Master Data Management (MDM) platform that enables data management processes: creating accurate, compliant, and applicable master data through data disposal.
We are experiencing rapid growth globally and are expanding our product portfolio with new features, capabilities, and industry-specific solutions. We have a robust process in asset-intensive industries such as Energy and Utilities, Oil and Gas, Mining, Infrastructure and Manufacturing.
Our head office is in Sydney, Australia, with offices in India, North America, Canada and local presence in Europe, UK, and Southeast Asia.
CULTURE
Our culture is built around growth, as we are all loving this challenge. We have a passionate team that work collaboratively to create value for our customers. Our team are from diverse backgrounds, which makes it an exciting place to work.
We aim to create an environment that prioritizes individual development and is built on a mutual success culture. Both professional and personal development are major factors contributing to an individual's success. Therefore, we support our employees' passion, making them feel more engaged and motivated at work and life in general. Career progression looks less like climbing a ladder and more like a continuous flow of exciting, meaningful opportunities that facilitate personal development and technical mastery under the mentorship of great leaders.
We are a growing organization backed by private equity funding that allows us to scale up, and "Human Capital" is fundamental to us. We have an interconnected organisational structure with a focus on being agile, responsive, and achieving outcomes.
Our Benefits are a mix of the Industry Benchmark Compensation and the Employee Share Options. The ESOPs are more notable in Prospecta, as there is substantial growth in the coming years. We are all striving and contributing towards the growth of our options.
If you are the one who would want to be part of the growing company and, at times, wear multiple hats and does not resist walking that extra mile to meet the goals, then this is the workplace for you.
We courageously work hard and aim to push the boundaries in everything we do while sharing a sense of fun and celebrating both the small and big wins.
THE POSITION
As an Escalation Manager in our software product organization, you will play a pivotal role in ensuring timely resolution of critical customer issues and maintaining high levels of customer satisfaction. You will be responsible for managing escalated cases, coordinating cross-functional teams, and driving the resolution process to successful outcomes. This role requires strong leadership, communication, and problem-solving skills, as well as the ability to thrive in a fast-paced and dynamic environment.
CORE RESPONSIBILITIES
Serve as the main point of contact for communication with customers during the escalation process.
Provide regular updates to customers on the status of their escalated cases, including progress made and expected timelines for resolution.
Work closely with internal stakeholders and senior leadership, to coordinate and develop action plans for resolution in case of escalation.
Identify opportunities to streamline and improve the escalation management process.
Lead and manage a team of Support Specialists, including hiring, training, coaching, and performance management.
Oversee day-to-day operations of the Support Specialists, ensuring timely response to customer inquiries and efficient handling of support tickets.
Communicate effectively with stakeholders at all levels of the organization, providing regular updates on team performance, customer feedback, and operational challenges.
EXPERIENCE AND SKILLS
Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field.
Proven experience in a leadership or supervisory role within a customer service environment.
Year of experience 7-10 years.
Strong understanding of customer support principles, best practices, and service level agreements (SLAs).
Excellent communication skills, with the ability to communicate effectively with both technical and non-technical stakeholders.
Demonstrated leadership abilities, including coaching, mentoring, and performance management.
Proficiency in using help desk software or ticketing systems for support operations management.
Experience in software-as-a-service (SaaS) or technology industry preferred.
WHAT WILL YOU GET?
You will be part of a rapidly growing Australian-based global company. You will be part of a team who are experts in enterprise data management, working in a company that has a 20-year history of delivering valuable client solutions.
You will have the opportunity to take your experience and skillsets to new levels. We are an inclusive organisation that respects diversity. The contribution of our people is our greatest asset – we appreciate that and continually strive to provide an environment that encourages autonomy, mastery and purpose.
To apply please mail your resume and cover letter at