Technical Support Escalation Manager - Remote, US

Requisition Number: 96312 

Insight Enterprises is a Fortune 500 Solutions Integrator helping organizations accelerate transformation by unlocking the power of people and technology. With a 35-year foundation in hardware and software supply chain augmenting our deep expertise in cloud, data, AI, cybersecurity, and intelligent edge, we guide organizations through complex digital decisions to achieve extraordinary results.

Job Description

Are you passionate about providing excellent technical support and customer service? Do you have experience with cloud technologies such as Microsoft Azure, Amazon Web Services, or Google Cloud Platform? If so, we have an exciting opportunity for you to join our global CloudCare® team as a Technical Support Escalation Engineer.

As a Technical Support Escalation Engineer, you will be responsible for ensuring our clients have an excellent experience with our break/fix technical support service. Clients must receive timely, effective, and professional support according to Service Level Agreements and best practices. You will work closely with the Cloud Success organization with the end goal of transforming our InsightCloud®Care technical support into a service that is rated highly by our clients. You will work closely with the Technical Support team under the direction of the Technical Support Escalation Manager to focus on our elite clients, and assisting in the reporting and follow up to decrease time to resolution and increase client satisfaction.

Primary Responsibilities of the position

• Work under the direction of the Technical Support Escalation Manager to improve customer experience with our Technical Support offering
• Measure and report on tickets
• Assist in efforts identified and approved for our continuous improvement cycle
• Serve as the escalation point of contact for key clients and for tickets that are not moving forwards as they should
• Work with the technical support team members and management to identify knowledge gaps and implement training programs to close those gaps
• Work with the technical support team to improve time to resolution for tickets
• Work with the Cloud Success Team to assist with processes and reporting to improve the offering and interactions between teams

Requirements and preferred skills

• A bachelor's degree in Computer Science, Information Systems, Engineering, or a related field, or equivalent work experience
• Passionate about providing an excellent customer experience
• At least 3 years of experience in technical support, customer service, or service delivery in a cloud environment
• Strong knowledge of cloud technologies, such as Microsoft Azure and Microsoft 365
• Excellent communication, problem-solving, and analytical skills
• Knowledge of ServiceNow – the ability to create and run reports and dashboards to analyze tickets as well as work in a queue.
• Ability to work effectively under pressure, prioritize tasks, and meet deadlines
• A positive attitude, a customer-centric mindset, and a willingness to learn and grow

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.

The base salary for this position ranges between $95,000-$112,500, plus additional bonus incentives.

The position described above provides a summary of some the job duties required and what it would be like to work at Insight. For a comprehensive list of physical demands and work environment for this position, click here.

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.

Posting Notes: Remote || Arizona (US-AZ) || United States (US) || IT Infrastructure & Support || None || Remote ||