Case Manager

Expereo International; Manila; Hybrid; PHP 446,000 - 781,000; Full time

Job summary

Expereo International in Manila is seeking a Case Manager to deliver exceptional support by handling technical and non-technical issues related to Expereo’s services.

You will manage customer interactions, create and track support cases, and coordinate with network engineers to optimize service processes for a superior customer experience.

Qualifications

• At least 5 years of experience in IT/Telecommunications.
• Bachelor’s degree in computer engineering/science, IT, electronics or related field.
• Strong routing and switching, SD-WAN and cloud concepts.
• ITIL v3 knowledge and IT best practices.
• Excellent communication skills in English (verbal & written).
• Project management skills.
• Ability to work under tight deadlines and high pressure.
• TCP/IP, VPNs, information security standards and compliance.
• Hands-on with Cisco and Catalyst switches; OSPF and other routing knowledge.
• Flexible to work different shift hours.

Responsibilities

• Obtain and verify customer order details to generate prioritized support cases.
• Process and act on supplier and customer maintenance communications.
• Collaborate with Network Engineers toward shared goals.
• Responsible for Network & Data Communication Systems oversight.
• Maintain customer excellence through engagement and relationships.
• Ensure adherence to customer service processes and ITIL practices.
• Promote a positive work environment through knowledge sharing and integrity.
• Uphold company policies and regulatory requirements.
• Demonstrate confidence and openness to new ideas while delivering results.
• Continuously update skills via required training and product knowledge.

Skills

Communication skills

English proficiency

Team collaboration

Customer service

Project management

Self-motivation

Pressure handling

ITIL familiarity

Time management

Education

Bachelor’s degree in computer engineering/science, Information Technology, Electronics and Communications Engineering or equivalent

Tools

Cisco devices

Juniper routers

Job description

We are theIntelligent Internet Platform.We connectPeople, PlacesandThingsanywhere,managing Internet Performancebetter than anyone else, while providingOne Global Experience,givingVisibility, ControlandSecuritythroughexpereoOne.

Expereo believes in the power of Internet connectivity. As the world's largest provider of managed internet, SD-WAN/SASE, and Cloud connectivity solutions, we power enterprises and government sites worldwide, helping to enhance every business' productivity with flexible and optimal Internet performance.

As a trusted partner of Fortune 500 enterprises, our continued aim and success in helping our customers and partners depends solely on the talented individuals who make Expereo a dynamic, effective, multicultural, and equitable environment.

About the role

The Case Manager is responsible for providing exceptional support to customers by managing both technical and non-technical issues related to Expereo’ s services. This role involves handling customer interactions, creating and managing support cases, and optimizing service processes to ensure an excellent customer experience.

Responsibilities

• Obtain and verify customer order details through follow-up with customers and internal teams to generate accurate and prioritized support cases or tickets.
• Process & take action on the Supplier and / or Customer Maintenance communications
• Work together with a team of Network Engineers towards a common preset goal
• Responsible for Network & Data Communication Systems
• Customer Excellence (internal/external customer engagement and relationship management):
• Should be customer support ordinated candidate, should have very good knowledge of customer service processes.
• Good knowledge of ITIL Framework.
• To create an environment which is a great place to work for you and your colleagues through your dedication,enthusiasm, sharing of knowledge, integrity and desire to support others.
• To display excellent standards in all you do and inspire others to do the same, and that you operate withinlegislative/regulatory and company policies and procedures.
• To display confidence, self-belief and openness to new ideas, adapting and embracing challenges and opportunities with a determination to excel.
• Continuously develop own skills by attending all required training courses and maintaining an up-to-date knowledge of products, services, systems and work processes.

• At least 5 years of experience in IT/Telecommunications.
• Bachelor’s degree in computer engineering/science, Information Technology, Electronics
• and Communications Engineering or equivalent
• Thorough understanding of Routing and switching, SD-wan and cloud concepts.
• Integrity Monitoring and Management, Two-Factor
• Good understanding of IT best practices and procedures, like ITIL v3.
• Excellent communication skills, very good verbal and written English skills.
• Project management skills.
• Self-motivated with ability to perform under tight deadlines and high pressure
• TCP/IP, Network Configuration Management, VPNs, Information Security Standards and Compliance requirements
• Switching technologies with extensive hands-on Cisco & Catalyst Switches.
• Extensive hands-on on switching technologies like STP, VLANs, multi-layer switching etc.
• Switching infrastructure considerations like QoS and POE etc.
• Routing technologies extensive hands-on Cisco and Juniper routers. In depth understanding of OSPF and other routing
• Flexibility in working different shift hours

Beyond the Job

We’re proud of our focus on Environment, Social and Governance as well as the passion we display for the communities where we live and work.

EEO (Equal Employments Opportunities) Statement:

Expereo is an Equal Opportunities employer who aims to support and celebrate every employee that comes through our doors. We respect and support all of our people regardless of background, religion, nationality, sexual orientation, age, or physical condition.