The Escalation Support Team is responsible for all escalated customer cases including core and application specific issues. The overall team is tasked with triage and resolution of all escalated customer cases in line with our contracted SLA’s.  As required, cases will be escalated or passed along to Mimecast Engineering Support for additional troubleshooting. 

The Escalation Support Team Lead is responsible for supporting the efficient daily operation of the team and for mentoring individuals on the team while fostering the Mimecast Way.   The Escalation Support Team Lead reports to the Manager of Escalation Support.

Team Supervision

• Supervise day to day operations of the team, including schedule adherence, and personnel oversight.
• Participate in team meetings to provide insight into escalation trends and cases.

Overall Queue Management

• Monitor daily output of the team in alignment within global SD targets.
• Identify and manage escalation trends, collaborating with Engineering Support on product defects and trends.

Case Handling

• Serve as informal escalation point to the team Escalations Team as well as the Core Support Team.

The ideal candidate for this role will have the following characteristics:

• 2-4 years of experience working with MimeOS and full knowledge of all platform functionality
• A working knowledge of Mimecast departments, key stakeholders, and company processes.
• Excellent written and verbal communication skills, including the ability to communicate technical concepts clearly and effectively to executives or non-technical stakeholders across all levels of the organization.
• An emphasis on customer satisfaction and the ability to remain calm under pressure.

Reward

We offer a highly competitive rewards and benefits package including private healthcare, dental and life coverage.  Mimecast is an entrepreneurial and high growth company which will provide the right candidate with a wealth of career development opportunities.  All Mimecasters strive on being high performers, problem solvers, and team players with passion and integrity.

An Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.  #LI-143043533_MC2