Executive Escalations Case Manager

Resolve moderate to complex technical problems involving hardware and software through incoming customer interactions and proactive notifications. Provide comprehensive responses regarding services, products, and repairs while assisting customers to mitigate or prevent future issues. Operate independently using established protocols to address concerns with moderate judgment, coordinating departmental work and mentoring team members. Establish trusted relationships within customer accounts and serve as an escalation point for various issues across technical users. Identify opportunities for improvement and recommend solutions through creative approaches, ensuring alignment with customer entitlements and business controls.