Technical Escalation Support

19 hours ago

Greater Kuala Lumpur, Malaysia Adecco Full time

About the Role

We are seeking an
Escalation
Specialist
with exceptional communication skills and a strong customer-centric mindset. This role is pivotal in managing complex and sensitive situations, ensuring technical readiness, and enhancing customer and partner experiences. You will collaborate closely with service delivery managers, team leads, and senior stakeholders to drive continuous improvement initiatives that optimize operational efficiency and elevate customer satisfaction.

Key Responsibilities

  • Represent our client in vendor communications to assist customers and partners in resolving issues related to Microsoft products and services.
  • Act as a liaison between supplier teams and client to manage triage, consults, case reviews, and escalation transfers.
  • Drive ownership of issues through resolution, ensuring clear communication with all stakeholders.
  • Mentor and coach others to advocate for swift responses during active cases and long-running engagements.
  • Develop readiness plans for suppliers based on skill gap analysis.
  • Ensure timely delivery of policy, tool, and process changes.
  • Conduct post-mortem reviews to identify improvement opportunities and drive accountability.
  • Collaborate to resolve customer/partner issues and improve business processes.
  • Engage promptly in managing hot or complex escalations.
  • Review cases proactively and reactively to ensure wellness and recommend improvements.

Requirements

  • Strong customer advocacy mindset with proven experience in customer service.
  • Minimum 2–3 years in Microsoft technical or partner support roles
    (preferred).
  • Excellent negotiation, conflict management, and problem-solving skills.
  • Outstanding interpersonal, written, and verbal communication abilities.
  • Broad knowledge of Microsoft products and services.
  • Familiarity with partner programs and policies (preferred).
  • Exceptional organizational skills for managing escalations across multiple teams.
  • Action-oriented with the ability to drive issues to resolution.
  • Proficiency in spoken and written English.

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