Support Escalation Manager - REMOTE (PST Zone)

Our client, a leading organization in the technology and customer support industry, is seeking a Support Engineer 3 to join their team. As a Support Engineer 3, you will be part of the Customer Advocacy and Trust (ACT) organization supporting escalation management and customer satisfaction initiatives. The ideal candidate will demonstrate excellent communication skills, problem-solving abilities, and a customer-centric mindset, which will align successfully in the organization.

Job Title: Support Engineer 3

Location:Redmond, WA

Pay Range: $35-$38/Hour on W2

What's the Job?

• Drive escalation resolution for commercial customers and partners across Microsoft products such as Azure, M365, and Dynamics.
• Coordinate with internal teams including Program Managers, Technical Advisors, and Escalation Engineers to facilitate problem resolution.
• Proactively communicate case status and next steps to stakeholders, ensuring transparency and customer satisfaction.
• Identify recurring or emerging issues and escalate them to appropriate groups for resolution.
• Adhere to strict SLAs, prioritize tasks effectively, and manage workload efficiently to meet organizational goals.

What's Needed?

• 5-7 years of experience in customer engagement within industry services or related corporate environments.
• 3+ years of hands-on experience with Microsoft products such as Microsoft 365, Cloud Services, Windows, or Azure.
• Proven ability to manage ticketing systems and support operations effectively.
• Outstanding communication skills, with the ability to summarize complex issues clearly for non-technical audiences.
• Fluency in English, with a strong customer advocacy mindset and problem-solving skills.

What's in it for me?

• Opportunity to work with a dynamic, innovative team committed to customer success.
• Engage in meaningful work that impacts millions of users worldwide.
• Develop your skills in escalation management and stakeholder coordination.
• Work in a collaborative environment that values diversity and inclusion.
• Potential for extension and career growth within a global organization.

Upon completion of waiting period, consultants are eligible for:

• Medical and Prescription Drug Plans
• Dental Plan
• Vision Plan
• Health Savings Account
• 401(k), Plus Match
• Weekly Pay

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.