We are the Intelligent Internet Platform. We connect People, Places and Things anywhere, managing Internet Performance better than anyone else, while providing One Global Experience, giving Visibility, Control and Security through expereoOne.
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 within legislative/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.
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
- 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. Proficiency in mandarin is preferred to communicate with mandarin speaking customers.
- 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
Benefits
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.
Skills Required
- 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
- Good understanding of IT best practices and procedures, like ITIL v3
- Excellent communication skills
- Project management skills
- Self-motivated with ability to perform under tight deadlines and high pressure
- Extensive hands-on on switching technologies like STP, VLANs, multi-layer switching
- In depth understanding of OSPF and other routing
- Flexibility in working different shift hours
What We Do
Expereo is a global provider of managed internet, SD-WAN, SASE, and cloud connectivity solutions, connecting enterprise and government sites worldwide.
