Escalation Manager Interview Questions
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Escalation Manager interview questions shared by candidates
If you had a magic wand and could change one thing within customer serves, what would it be?
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I said for everyone to be cross skilled on CS & DAB cross-brand
How do you prioritize escalated issues?
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I triage issues to determine importance (strategic customer vs regular, mission-critical break in functionality vs unusual use case break), as well as how the issue is being escalated (direct from customer, from internal reporting on aging), and finally how are open cases spread across the different Support and Engineering teams (to know who can take on more urgent work). This info helps me determine priority as well as communication to customers and getting the escalated cases moving. Less
Scenario based questions. Technical questions based on performance issue troubleshooting. ACID concepts and DB transaction based queries.
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You can relate to the scenario and can answer based on your experience. They expect your answer should be technical and you should be resolving the customer issues. Less
Usually the initial rounds include your role assessment and skill fitment where they try to understand what you have done on your previous roles and explain the situations you have worked the way out. The interviewers also provide sample scenarios to understand your technical potential and problem-solving approach. Also, they try to assess your leadership skills to understand that how you have evolved as a contributor to a motivator over a period of experience.
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Answer the questions with confidence and do a lot of homework about the organisation values and culture. Less
A lot of cultural questions as well as what I would do if there were several escalations which would take priority.
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My answer to which would take priority was requesting more information on what the current Netflix focus was, and depending on our departments bandwith align with both the Netflix focus and highest client focus. Less
What strengths do you bring to the role?
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I answered with my professional skillsets and personal strengths.