Project and Program Management - Program Manager Non Tech 3 - 3035535

Job#: 3035535

Job Description:

Program Manager Non Tech 3

Location: Redmond, Washington (Remote)

Employment Type: Contract

Role Overview

We are seeking a Program Manager to serve as a frontline resource for commercial escalations. This role is critical in ensuring that incoming cases are triaged and directed to the correct internal resource within service level agreements (SLAs). The position involves no external customer interaction; all work is with internal teams to facilitate prompt issue resolution.

Key Responsibilities

• Monitor queues to analyze and assign incoming cases to the appropriate internal teams or individuals.
• Ensure all cases are assigned within 20 minutes of receipt.
• Respond to internal chat and email inquiries within 20 minutes of receipt.
• Escalate challenges encountered during case assignment, such as high-volume spikes or resource availability issues.
• Consult with experienced teammates on ambiguous or complex case ownership.
• Provide support with activities such as report generation and analysis.
• Monitor queues during the Americas time zone and maintain a shift schedule.

Required Qualifications

Experience: A minimum of two years in a customer-facing service role in any capacity.

Skills:

• Fluent in reading, writing, and speaking English.
• Ability to learn new technologies, processes, and support management policies.
• Flexibility to adapt working hours according to business needs, which may include weekends and on-call rotations.
• Must be able to meet security screening requirements as needed.

Preferred Qualifications

• Prior experience with case assignment or escalation management.
• Knowledge of Microsoft products or services.
• Beginner to intermediate proficiency in the Portuguese language is a plus.

Compensation & Benefits

Pay Rate Range: $30.00/hr - $32.00/hr. The specific compensation offered to a candidate may be dependent on a variety of factors including, but not limited to, the candidate’s experience, qualifications, and geographic location.

This employer is 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.

Apex uses a virtual recruiter as part of the application process. Click here for more details.

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico. Everforth Apex uses a virtual recruiter as part of the application process. Click here for more details.

Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our ‘Welcome Packet’ as well, which an Everforth Apex team member can provide.

VEVRAA Federal Contractor.

We request Priority Protected Veteran & Disabled Referrals for all of our locations within the state.