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Citrix Systems Inc. Escalation Manager in United States

We believe work is not a place, but rather a thing you do. Our technology revolves around this core philosophy. We are relentlessly committed to helping people work and play from anywhere, on any device. Innovation, creativity and a passion for ever-improving performance drive our company and our people forward. We empower the original mobile device: YOU!

Location:BangaloreRequisition:R21330 Escalation Manager (Open)Job Posting Title:Escalation Manager

What we're looking for:

Escalation Manager is also responsible to identify strategic initiatives like tools and training projects that will benefit larger TS teams and to meet strategic product or functional group goals by providing leadership, resources and support a team of individual contributors and leads to deliver value to internal and external customers.

Role & Responsibilities -

  • The successful candidate will be experienced in leading and developing a support team within a product support environment

  • This position will oversee the team’s active case workload and provide guidance where required with a focus on a high-quality world-class customer experience.

  • Oversees top tier customer critical account technical support situations to insure all elements of technical support are progressing to issue resolution.

  • Initiates and facilitates the discussion with customer and respective resolution stakeholders during critical issues. Ensures timely, professional and effective communication with the customer and internal groups from both the technical and management perspectives

  • Assists with the maintenance of and compliance with department policies and procedures

  • Monitors and reviews live support calls and provide constructive feedback to the Support Engineer and Management

  • Identifies team and individual training needs and assist in driving the delivery of these training initiatives

  • Mentors and coaches Technical Support Engineers, soft skills, case management, technical skills, etc.

  • Monitors inbound work item coverage and ensures workforce availability to process these work items

  • Participates and leads hiring to get the best available talent

  • Willingness and ability to obtain beginner level Citrix Certification within 6 months of service

  • Open to working in 24/7 shift model. Must be available to work weekends and holidays on an on call or rostered shift basis.

Qualification (Knowledge & Skills)

  • Proven experience managing customer escalations within a Technical Support environment.

  • Demonstrated ability to develop strong relationships with multiple levels of customer with the ability to obtain a working knowledge in support of their business objectives in relation to the delivery of secure applications and data

  • Prior experience working for a global IT vendor in a similar role

  • Ability to facilitate and manage cross-team collaboration to solve customer issues working with teams in person and virtually

  • Experience serving as a customer advocate – able to understand and articulate the needs of the client and deliver on those needs

  • Ability to keep calm and cool during critical situations and skilled in handling high profile situations with ease

  • Must be motivated by challenges, results driven, and able to recommend multiple solutions for a problem

  • Strong negotiation and difficult conversation skills for leading critical discussions and setting customer expectations

  • Experience creating concise reports for customers, following customer situations/incidents (Incident reports and RCA)

  • Proven ability to prioritize workload

  • Ability to share constructive feedback; be able to adapt to and embrace change

Requirements -

  • Bachelor degree or equivalent combination of education and work experience in Computer Science

  • Must have a minimum of 10 years of experience in a technical support environment with 3-7 years of management experience

  • Broad technology base with emphasis on mobile solutions, virtualization, networking and/or storage is a plus.

  • Ability to work both independently and well with others and needs to be experienced in delivering results with a focus on customer satisfaction

  • Must have experience successfully handling difficult situations, both politically and technically

  • Possesses strong logical and structured problem solving and analytical ability

  • Strong written and verbal communication skills as well as excellent listening skills

What you’re looking for:

Our technology is built on the idea that everyone should be able to work from anywhere, at any time, and on any device. It’s a simple philosophy that guides everything we do — including how we work. If you’re driven, passionate and curious, we invite you to make a difference with a brand you can believe in. We want employees to do what they do best, every day.

Be bold. Take risks. Imagine a better way to work. If we just described you, then we really need to talk.

Functional Area:Tech Support

About us:

Citrix is a cloud company that enables mobile workstyles. We create a continuum between work and life by allowing people to work whenever, wherever, and however they choose. Flexibility and collaboration is what we’re all about. The Perks: We offer competitive compensation and a comprehensive benefits package. You’ll enjoy our workstyle within an incredible culture. We’ll give you all the tools you need to succeed so you can grow and develop with us.

Citrix Systems, Inc. is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination on the basis of age, race, color, gender, sexual orientation, gender identity, ethnicity, national origin, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions, marital status, protected veteran status and other protected classifications.

Citrix uses applicant information consistent with the Citrix Recruitment Policy Notice at https://www.citrix.com/about/legal/privacy/citrix-recruitment-privacy-notice.html

Citrix welcomes and encourages applications from people with disabilities. Reasonable accommodations are available on request for candidates taking part in all aspects of the selection process. If you are an individual with a disability and require a reasonable accommodation to complete any part of the job application process, please contact us at (877) 924-8749 or email us at ASKHR@citrix.com for assistance.

If this is an evergreen requisition, by applying you are giving Citrix consent to be considered for future openings of other roles of similar qualifications.

Citrix (NASDAQ:CTXS) aims to power a world where people, organizations and things are securely connected and accessible to make the extraordinary possible. We help customers reimagine the future of work by providing the most comprehensive secure digital workspace that unifies the apps, data and services people need to be productive, and simplifies IT’s ability to adopt and manage complex cloud environments. With 2017 annual revenue of $2.82 billion, Citrix solutions are in use by more than 400,000 organizations including 99 percent of the Fortune 100 and 98 percent of the Fortune 500.