About Neustar Security Services
At Neustar Security Services (NSS), you have the power to be your authentic self, to be curious, to run with your idea, and to celebrate a good day. Our solutions secure your digital presence against risks and downtime while leaving you open for opportunities, ensuring your customers enjoy consistent, uninterrupted, quality interactions. We’re growing fast and we're looking for smart, motivated people to join our team.
Summary of Position
NSS is hiring for a Service Quality Escalation Manager. The Service Quality Escalation Manager will manage the customer escalation life cycle to resolve issues efficiently and effectively, collaborating with other Engineering, Operations and Service Support teams, while keeping senior management abreast of major service impacting issues. The main responsibility of the Service Quality Escalation Manager is to bring order, structure, and focused management attention to customers’ problems in order to gain complete consumer satisfaction. The Service Quality Escalation Manager will also proactively evaluate service quality for our Service Support teams such as UltraDDoS Protect SOC, Customer Support, and Professional Services.
Responsibilities
Accountable for managing customer complaints and escalations and ensuring they are resolved by coordinating with various service delivery teams.
Act as direct customer liaison during customer escalation events.
Maintains a detailed record of the problems and methods used to solve problems through tracking and ticketing systems.
Responsible for drafting customer Root Cause Analysis (RCA) and Incident Reports (IRs) post incidents.
Maintain document repository for all RCA and IR documents for all product lines.
Manages post-incident corrective actions and ensures documented corrective actions are completed, including customer follow up regarding corrective action statuses.
Collaborate with service delivery teams to ensure escalation workflows are maintained across service delivery teams.
Conduct optimization exercises during post incident after-action debriefs to evaluate adherence to escalation workflows and/or opportunities to improve escalation workflows.
Assist and support the Voice of the Customer transactional survey program (based on Net Promoter) to ensure appropriate follow-up on detractor surveys.
Establish and maintain quality programs for service support teams (predominately UltraDDoS Protect SOC and Customer Support) sampling customer interactions to ensure workflows and processes are followed.
Track trends of common customer issues and collaborate with service delivery and support teams to determine strategies to reduce similar issues.
Provide reporting and guidance to service support team leadership on areas for improvement.
Qualifications
Candidate should have 5+ years of progressive service delivery quality improvement and/or escalation management experience.
Candidate should have a bachelor’s degree in information technology or computer science or have applicable experience.
NOC, SOC or Customer Support team quality programs and general experience considered a plus.
Experience in network security customer environments also a significant plus.
Candidate should have a proven track record in escalation management with defined operational procedures for increasing the efficiency of task accomplishment
Working knowledge of customer satisfaction and loyalty programs such as Net Promoter a plus
Candidate should have excellent oral and written communication skills and problem-solving capabilities in technical environments.
Candidate should have extensive experience conveying complex information in simple, succinct explanations
Candidate must be a stronger with the ability to work independently, while collaborating with other groups and individuals, including external customers and vendors.
Candidate should have a natural curiosity and desire to ask questions during investigation and research and do so with significant attention to detail.
Additional Information - Is this you?
Takes ownership
Demonstrates initiative
Drives for continual improvement
Curious - investigates new technologies
Doesn't accept the status quo
Total Rewards
At Neustar Security Services, we are committed to the growth and development of our employees whose individual skills, curiosity and passion for their work, contribute to the overall success of our business. Our core values (Accountability, Collaboration, Transparency, Resilience, and Respect) are the driving force of our culture across our locations around the globe. We offer our employees a comprehensive benefits package including perks such as tuition reimbursement, awesome company discounts, back-up day care, community service events, swag and much more! We are all learning and creating together; and having some major fun along the way. JOIN US! We can’t wait to meet you!