Support Engineer 3

Industry:

Company: Experis

Our Fortune 500 client, a leader in technology solutions, is seeking a Senior Critical Situation Escalation Manager to join their team. As a Senior Critical Situation Escalation Manager, you will be part of the Customer Experience & Success organization supporting the Critical Situation Management Escalation Team. The ideal candidate will have exceptional communication skills, a customer-focused mindset, and the ability to manage high-pressure situations which will align successfully in the organization.

Job Title: Senior Critical Situation Escalation Manager

Location: Remote

Pay Range: $30 – $34/hour

What’s the Job?

• Address high priority customer escalation needs for critical and high-visibility problems impacting strategic customers.
• Participate in a 24×7 coverage schedule to provide timely and reliable responses to complex customer escalations.
• Interface with various groups within the organization to drive resolution, including executive-level communication.
• Manage Unified Customers and Partners CritSits to ensure the CritSit process is being followed.
• Identify systemic issues and flag process breakdowns during the execution of the CritSit process.

What’s Needed?

• 7+ years of experience in technology industry or customer service, particularly with executive-level customers.
• Fluency in business-level Japanese (read, write, speak).
• Strong professional communication skills, both written and verbal, with the ability to type 50-60 WPM.
• Experience in managing critical situations and escalations effectively.
• Ability to work non-standard hours, including weekends and public holidays.

What’s in it for me?

• Opportunity to work with a prestigious company and contribute to high-stakes customer interactions.
• Gain valuable experience in crisis management and executive-level communication.
• Flexible work environment with the option to work 100% remotely.
• Be part of a dynamic team that supports critical situations across the technology ecosystem.
• Potential for contract extension beyond the initial term.

If this is a role that interests you and you’d like to learn more, click apply now and a recruiter will be in touch with you to discuss this great opportunity. We look forward to speaking with you!

About ManpowerGroup, Parent Company of: Manpower, Experis, Talent Solutions, and Jefferson Wells

ManpowerGroup® (NYSE: MAN), the leading global workforce solutions company, helps organizations transform in a fast-changing world of work by sourcing, assessing, developing, and managing the talent that enables them to win. We develop innovative solutions for hundreds of thousands of organizations every year, providing them with skilled talent while finding meaningful, sustainable employment for millions of people across a wide range of industries and skills. Our expert family of brands – Manpower, Experis, Talent Solutions, and Jefferson Wells – creates substantial value for candidates and clients across more than 75 countries and territories and has done so for over 70 years. We are recognized consistently for our diversity – as a best place to work for Women, Inclusion, Equality and Disability and in 2023 ManpowerGroup was named one of the World’s Most Ethical Companies for the 14th year – all confirming our position as the brand of choice for in-demand talent.