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Technical Customer Advocate
1 week ago
Our Company Culture
We are passionate about creating a dynamic, effective, multicultural, and equitable work environment at Expereo. Our employees are our greatest asset, and we strive to provide them with opportunities for growth, recognition, and reward.
Job Summary
The Case Manager plays a critical role in resolving technical and non-technical issues related to services, liaising with customers and local providers. This involves identifying and establishing new processes, optimizing existing ones, and delivering an exceptional customer service experience.
Key Responsibilities
- Collaborate with Network Engineers towards a common goal
- Act as first-line support for internal and external parties
- Promote customer excellence through engagement and relationship management
- Maintain good knowledge of customer service processes
- Apply ITIL Framework principles effectively
- Create a positive work environment by sharing knowledge, integrity, and enthusiasm
- Set high standards in all work and inspire others to do the same
- Display confidence, self-belief, and openness to new ideas
- Develop skills by attending required training courses and staying updated on products, services, systems, and work processes
Requirements
- At least 5 years of experience in IT/Telecommunications
- Bachelor's Degree in Computer Engineering/Science, Information Technology, Electronics and Communications Engineering, or equivalent
- Fluent in Japanese and English (Verbal and written)
- Thorough understanding of Routing and switching, SD-WAN, and cloud concepts
- Integrity Monitoring and Management, Two-Factor
- Familiarity with IT best practices and procedures, like ITIL v3
- Excellent communication skills, very good verbal and written English skills
- Self-motivated with ability to perform under tight deadlines and high pressure Standards and Compliance requirements
- Extensive hands-on experience with Cisco & Catalyst Switches
- Experience in working with Network Management & Monitoring Tools, Solar Winds
- In-depth knowledge of WAN circuits and technologies
- CCNA/CCNP certified is a plus
