Convergys CRITSIT Help Desk Escalations Specialist in Dallas, Texas

Job Title:

CRITSIT Help Desk Escalations Specialist

Job Description

Do you think and dream big? Do you want to work with cutting edge Microsoft technologies?

Convergys is a global leader in enterprise technical support. Our talented team delivers a unique mix of engineers, analytics, and technology solutions. 9 out of the top 10 Fortune 500 technology companies trust Convergys with their most important assets: their customers and product support.

Group and Job Purpose

The Critical Situation Management Execution Team (CMET) is part of Customer Support and Service (CSS).

The CMET team owns the overall CritSit Process. The team works across Services, EPG and Business groups ensuring all the parts are compliant with the process and ensuring a high quality customer and partner experience when facing a CritSit. This role acts as the Customers Primary Point of Contact and directly influences Customer experience.

CritSits are business critical situations escalated by Microsoft’s highest priority Premier customer segment. Premier customers include government, military, and fortune 500 companies.

The CritSit Manager role is part of the CMET Execution Team and will own managing Critical situations across all technologies and services. Their primary focus is to meet customer needs by effectively managing internal and external resources and communication across all the parties involved on a CritSit.

The Execution Team provides 24x7, 365 days a year afterhours coverage for Premier by managing our Enterprise and Partner clients most severe business impact issues, identifying internal failings and driving positive change.

This role’s purpose is to:

  • Address high priority customer’s escalations needs, for critical and high-visibility problems impacting Microsoft’s strategic Premier customers (Critical Situations) and Partners.

  • Provide timely, reliable and high-quality response to complex customer escalations.

  • Provide mentor assistance to Premier TAMs and CSS Support Engineers regarding the CritSit process when required to ensure successful execution.

  • Interface with various departments within the Customer and Partner to drive resolution, up to the executive level as necessary.

  • Interface with various Microsoft groups to drive resolution, up to the executive level as necessary.

Primary Job Functions


• Positively impact customer satisfaction by:

  • Managing Premier Customers’ and Partners’ Critical Situation incidents to ensure that the CritSit process is being followed and any need of escalation is addressed.

  • Delivery of a high quality customer and partner experience through timely and effective Response to internal and external customer needs; owning active Critical Situations.

  • Deliver a high quality customer and partner experience through timely and effective Resolution of customer’s issues in the quickest way possible.

  • Expand internal visibility of Premier Customers’ Critical Situations with Executive level status summaries

  • Collaborate effectively with the customer and internal groups to solve customer issues and improve business processes in the quickest way possible


  • 5-7 years of working experience in a customer oriented job position.

  • Strong written and verbal communication skills.

  • Passion and interest in enhancing the customer experiences and experience in direct customer interaction.

  • Candidate must be customer oriented and have strong negotiation and problem solving skills.

  • Excellent interpersonal, written and verbal communication skills; This position requires the ability to use assertive, positive and effective communications skills (written and oral) to, work effectively across multiple management levels up the executive level as necessary.

  • Exceptional organizational skills to manage effective escalation within different Microsoft departments.

  • Candidate must be action oriented, demonstrate ability to drive issues to resolution on behalf of the customers.

  • Candidate should have broad knowledge of Microsoft products and solutions


The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.


USA, Dallas, TX

Language Requirements:


Work Experience:

Time Type:

Full time

Who We Are

At Convergys, our mission is to set the standard in our industry through unparalleled care for our clients, customers & people.

For our clients, this means our 125,000 team members wake up every day united by a common goal: helping our clients maintain exceptional relationships with their customers.

For our people, this means a commitment to each other to accomplish great things, build careers, and have some fun along the way!

Build Your Career With Convergys

When you become part of our team, you join 125,000 talented people around the world who represent some of today’s leading brands. At Convergys, one of our values is to "Grow As a Team." It's in our DNA to prioritize teamwork and develop our people. By working together, we achieve great things for clients and create opportunities to build rewarding careers. You can be part of that when you join our team. And it's all at your fingertips!

Watch the video below to hear from some of our employees around the world as they talk about what it means to be part of the Convergys team.

Convergys has careers available in 31 countries at 150+ locations.

Establish your career with a company that has locations across the world. You can grow personally and professionally - and make a difference for customers and for the communities where we live and work.