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ISP Escalation Resolution Specialist

2 weeks ago

Cebu City, Central Visayas, Philippines CallTek Full time
Job Description

The Senior ISP Escalation Specialist will play a critical role in managing internet service issues on behalf of our customers. This involves working closely with various Internet Service Providers (ISPs) to address outages or connectivity issues identified through monitoring systems or reported by customers.

Duties and Responsibilities
  1. Issue Identification and Management: Identify and manage internet service disruptions through proactive monitoring tools and customer reports.
  2. Escalation and Coordination: Act as the main point of contact for ISP-related incidents, initiating and managing escalations with relevant ISPs until service restoration.
  3. Case Management and Tracking: Maintain up-to-date case logs and track the status of all escalated issues to ensure timely resolutions.
  4. Relationship Building: Establish and maintain strong relationships with ISP representatives to facilitate effective communication and quicker response times.
  5. Customer and Internal Communication: Communicate status updates, estimated time to resolve, and any relevant technical details to customers and internal teams.
  6. Follow-up and Closure: Follow up with ISPs throughout the case lifecycle, ensuring issues are resolved as efficiently as possible.
  7. Reporting and Analysis: Generate regular and ad-hoc reports on ISP performance, including incident frequency, resolution times, and recurring issues, for NOC leadership.
  8. Process Improvement: Suggest process improvements to streamline the escalation and communication process with ISPs.
  9. Mentorship: Mentor and assist in the development of the ISP Escalation Specialist associates.
Requirements

To be successful in this role, you will need:

  • At least 2 years of experience working in network operations, technical support, or a similar role, ideally within a Managed Services Provider (MSP) or ISP environment.
  • Effective communication and interpersonal skills, 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.
  • A 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.
  • A demonstrated ability to analyze complex cases and identify trends, bottlenecks, and potential issues in case resolution.
  • A 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.