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Escalation Manager

Company: MX Technologies Inc.
Location: Lehi
Posted on: June 6, 2021

Job Description:

Life at MX

We are driven by our moral imperative to advance mankind - and it all starts with our people, product and purpose. We always carry a deep sense of drive and passion with us. If you thrive in a challenging work environment, surrounded by incredible team members who will help you grow, MX is the right place for you.

Come build with us and be part of an award-winning company that's helping create meaningful and lasting change in the financial industry.

The Escalation Manager for the MX Customer Support team will fill a critical role for our department and within MX. They will prioritize, coordinate and drive the resolution of technical issues. They will provide timely and accurate updates to the internal Customer Support team members or any other individual internal to MX regarding these issues. They will keep senior management informed of any issues that need further escalation or prioritization. We are looking for someone who is customer obsessed and execution focussed with the ability to build strong relationships internally and externally. The person who fills this role will need to be able to work on both individual and larger scale issues. It will be important to think strategically, as well as, thinking of the big picture and solving issues for the long term. They will need to bring their compassion and kindness, as well as, excellent communication skills to de-escalate situations when needed.

What you'll get to do

  • You will take ownership of the escalation process in the support department

  • Respond to escalations and partner with our support and technical teams to resolve escalated client issues

  • Proactively work with partner and engineering escalations to get them resolved so they do not age

  • Develop great working relationships with our clients and partners

  • Create process and procedures as needed to ensure that all escalations are handled within a timely manner

  • Develop a list or view of all escalated issues with clear plans to resolve them

  • Drive the team forward by exceeding goals and metrics

You'll do it using your

  • Bachelor's Degree, preferred

  • 2 years+ applicable experience in a similar role

  • Ability to think through and solve technical challenges

  • Organizational and time management skills

  • Great written and verbal English communication skills

  • Willingness to always learn and improve, plus an independent way of working

  • Work hard, play hard attitude

You'll fit in by

  • Being invested in the team's and our client's success

  • Properly prioritizing escalations

  • Communicating effectively with all levels of the organization

  • Thinking like a detective

  • Not being afraid to make mistakes and learn from them

  • Communicating with honesty, candor, and respect

  • Being a team player

  • Being resourceful

  • Using common sense

You'll love it because

  • You will support products that are making a difference in the lives of others

  • You will collaborate with other brilliant minds

  • You will be rewarded and recognized for your high-caliber work

  • You will have the opportunity to work in a successful, fast moving, mission-driven company

Videos to Watch:

  • Mission and Vision

  • People, Product, Purpose

Keywords: MX Technologies Inc., Lehi , Escalation Manager, Other , Lehi, Utah

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