Position:                    Escalation Manager

Department:               Global Services

Location:                    Guatemala

Position Type:           Contract

Reports to:                 Support Manager

Reporting to the Support Manager, the Escalation Manager is responsible for managing escalations from both internal and external parties that may arise. Their prime responsibility is to ensure that the reported issue is being managed in a timely manner, as well as professionally communicated to all involved parties. The Escalation Manager will work and communicate with internal GuestTek departments and external clients. They will see the escalation through to resolution and understand the reason for the escalation to prevent it from re occurring.

Key Responsibilities:

  • Respond and manage escalations from all levels of the organization as well as external clients; verbal and written
  • Ensure established guidelines are followed to provide quality service to customers
  • Create, Update, Resolve or Escalate incidents according to company policies and SLAs
  • Provide information regarding reasons of escalations back to Team Leads, to be analyzed further
  • Assess risks and issues, ensuring appropriate action is taken to mitigate/resolve escalations
  • Advise the sales team of possible sales opportunities or client costs savings. Example, end of life upgrades.
  • Adhere to company policies on attendance and use of phone codes
  • Other duties as assigned

Personal Attributes:

  • Positive, “can-do” attitude with a desire to learn
  • Customer focused approach
  • Ability to quickly build strong relationships with clients
  • Ability to work under pressure
  • Motivated, reliable, and goal oriented with a proven dedication to customer care excellence
  • Exceptional organizational skills, and the ability to multitask with attention to detail
  • Proven ability to manage escalations
  • Must show knowledge about latest technology in use


  • Superior communication both verbal and written in English and good interpersonal skills are essential
  • Good understanding of business supported
  • Ability to de-escalate and de-fuse difficult customer situations
  • Basic networking knowledge
  • Knowledge of GuestTek products
  • Proficient with the use of Microsoft Office as well as GuestTek tools
  • Knowledge of various Operating Systems (Windows, Linux, iOS)
  • Available to cover shifts supporting a 24/7/365 operation

GuestTek Interactive Entertainment Ltd

GuestTek Interactive Entertainment Ltd
Company Type
Publicly Traded
Company Size
201-500 employees
Guatemala , OT, GT
Information Services & Technology
Telecom & Wireless
Company Website
GuestTek Interactive Entertainment Ltd
Company Jobs
Jobs at GuestTek Interactive Entertainment Ltd