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Customer Support Professional

1 week ago

Taguig, National Capital Region, Philippines Expereo Full time

About Expereo

Expereo is a leading provider of managed internet, SD-WAN/SASE, and Cloud connectivity solutions. As the world's largest provider of such services, we power enterprises and government sites worldwide, enhancing business productivity with flexible and optimal Internet performance.

We strive to design services and solutions that meet customers' needs and create a seamless experience across their journey. Our continued success depends on the talented individuals who make Expereo a dynamic, effective, multicultural, and equitable environment.

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

  1. Collaborate with Network Engineers towards a common goal
  2. Act as first-line support for internal and external parties
  3. Promote customer excellence through engagement and relationship management
  4. Maintain good knowledge of customer service processes
  5. Apply ITIL Framework principles effectively
  6. Create a positive work environment by sharing knowledge, integrity, and enthusiasm
  7. Set high standards in all work and inspire others to do the same
  8. Display confidence, self-belief, and openness to new ideas
  9. 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