Senior ISP Escalation Specialist
2 weeks ago
Overview
The Sr ISP Escalation Specialist is responsible for managing the resolution of internet service issues on behalf of our customers. This role involves working closely with various Internet Service Providers (ISPs) to address outages or connectivity issues identified through monitoring systems or reported by customers. The Sr ISP Escalation Specialist will act as the primary point of contact, escalating incidents to ISPs, tracking progress, and ensuring prompt resolution. Additionally, they will provide detailed reporting and analysis to NOC leadership regarding ISP performance and incident resolution metrics, and act as a mentor to the ISP Escalation Specialists.
Responsibilities- Identify and manage internet service disruptions through proactive monitoring tools and customer reports.
- Act as the main point of contact for ISP-related incidents, initiating and managing escalations with relevant ISPs until service restoration.
- Maintain up-to-date case logs and track the status of all escalated issues to ensure timely resolutions.
- Establish and maintain strong relationships with ISP representatives to facilitate effective communication and quicker response times.
- Communicate status updates, estimated time to resolve, and any relevant technical details to customers and internal teams.
- Follow up with ISPs throughout the case lifecycle, ensuring issues are resolved as efficiently as possible.
- Generate regular and ad-hoc reports on ISP performance, including incident frequency, resolution times, and recurring issues, for NOC leadership.
- Carefully document all steps taken during the case lifecycle including follow-ups, and resolution outcomes.
- Suggest process improvements to streamline the escalation and communication process with ISPs.
- Mentor and assist in the development of the ISP Escalation Specialist associates.
Required
- 2 Years+ of experience working in network operations, technical support, or a similar role, ideally within a Managed Services Provider (MSP) or ISP environment.
- Must be an effective communicator with the ability to manage and implement change in a dynamic environment.
- Familiarity with NOC monitoring tools, ticketing systems (such as ServiceNow, Jira, etc.), and performance reporting tools is a plus.
- Basic understanding of networking concepts, protocols (TCP/IP, DNS, VPN), and network infrastructure.
- Strong English language written and verbal communication skills, with the ability to effectively communicate technical information to both technical and non-technical stakeholders.
- Experience in writing clear, concise reports and delivering presentations to management is preferred.
- Demonstrated ability to analyze complex cases and identify trends, bottlenecks, and potential issues in case resolution.
- Strong attention to detail to ensure accuracy in monitoring, reporting, and documentation.
- Excellent time management skills with the ability to prioritize multiple tasks and manage case queues effectively in a fast-paced environment.
-
Senior ISP Escalation Specialist
3 weeks ago
Cebu City, Central Visayas, Philippines Staff4Me Full timeOverviewThe Sr ISP Escalation Specialist is responsible for managing the resolution of internet service issues on behalf of our customers. This role involves working closely with various Internet Service Providers (ISPs) to address outages or connectivity issues identified through monitoring systems or reported by customers. The Sr ISP Escalation Specialist...
-
Senior ISP Escalation Specialist
4 days ago
Cebu City, Central Visayas, Philippines Staff4Me Full time $60,000 - $80,000 per yearJob PURPOSEThe Sr ISP Escalation Specialist is responsible for managing the resolution of internet service issues on behalf of our customers. This role involves working closely with various Internet Service Providers (ISPs) to address outages or connectivity issues identified through monitoring systems or reported by customers. The Sr ISP Escalation...
-
ISP Escalation Specialist
4 days ago
Cebu City, Central Visayas, Philippines Staff4Me Full time $40,000 - $80,000 per yearJob PURPOSEThe ISP Escalation Specialist is responsible for managing the resolution of internet service issues on behalf of our customers. This role involves working closely with various Internet Service Providers (ISPs) to address outages or connectivity issues identified through monitoring systems or reported by customers. The Sr ISP Escalation Specialist...
-
Technical Support Specialist Tier II
2 weeks ago
Cebu City, Philippines CallTek Full timeThe Tier 2 Technical Support Specialist responds to service tickets and requests for local and remote network support to meet service level agreements. Responsibilities include troubleshooting and resolving hardware, software, application, network, user access, and related issues. The specialist interacts with network services, software systems engineering,...
-
Technical Support Specialist Tier II
3 weeks ago
Cebu City, Central Visayas, Philippines Staff4Me Full timeThe Tier 2 Technical Support Specialist responds to service tickets and requests for local and remote network support in order to meet service level agreements. Troubleshooting and resolving hardware, software, application, network, user access, and all related issues are part of the daily routine. The Tier 2 Technical Support Specialist will interact with...
-
Technical Support Specialist Tier II
4 days ago
Cebu City, Central Visayas, Philippines Staff4Me Full time ₱900,000 - ₱1,200,000 per yearThe Tier 2 Technical Support Specialist responds to service tickets and requests for local and remote network support in order to meet service level agreements. Troubleshooting and resolving hardware, software, application, network, user access, and all related issues are part of the daily routine. The Tier 2 Technical Support Specialist will interact with...
-
Technical Support Specialist Tier II
2 weeks ago
Cebu City, Philippines Staff4Me Full timeThe Tier 2 Technical Support Specialist responds to service tickets and requests for local and remote network support in order to meet service level agreements. Troubleshooting and resolving hardware, software, application, network, user access, and all related issues are part of the daily routine. The Tier 2 Technical Support Specialist will interact with...
-
Global Consumer Escalation Specialist
2 weeks ago
Makati City, National Capital Region, Philippines The Hershey Company Full time $90,000 - $120,000 per yearWork Setup:Fully RemoteLocation:Makati, Metro Manila, PhilippinesSummary:The Global Consumer Relations Escalations Specialist oversees and manages serious, sensitive, and health-related issues. These may include reports of alleged illness or allergic reactions, threats from media or the FDA, and quality issues, as well as health-related concerns such as...
-
Global Consumer Escalation Specialist
2 weeks ago
Makati City, National Capital Region, Philippines The Hershey Company ROHQ Full time $60,000 - $80,000 per yearWork Setup: Fully RemoteLocation:Makati, Metro Manila, PhilippinesSummary:The Global Consumer Relations Escalations Specialist oversees and manages serious, sensitive, and health-related issues. These may include reports of alleged illness or allergic reactions, threats from media or the FDA, and quality issues, as well as health-related concerns such as...
-
Paranaque City, Calabarzon, Philippines TKHS Full time ₱600,000 - ₱1,200,000 per yearCompany DescriptionTKHS is a global logistics service provider dedicated to offering tailor-made solutions for luxury hospitality and gaming resort projects. The company was established to address the complex demands of these projects, providing reliable and scalable services. TKHS offers logistics management expertise for both pre- and post-opening phases,...
