Process Manager

Key Responsibilities

• Serve as the primary customer contact for US and international clients via phone, chat, email, and portals.
• Handle high‑priority incidents and customer escalations, ensuring timely response and resolution.
• Provide white‑glove support to strategic and enterprise customers in coordination with NOC and Network Operations teams.
• Lead major incident management, including customer communication, stakeholder updates, and service restoration coordination.
• Work closely with internal teams (Network, Field Engineering, Customer Support, Billing) to resolve service‑impacting issues.
• Create clear and accurate case notes, summaries, and customer updates in CRM and ticketing systems.
• Prepare post‑incident reports and RCAs; track corrective and preventive actions.

Monitor escalation trends, SLA performance, and service quality to support continuous improvement

Qualifications & Experience

• Bachelor’s degree in IT,, Telecommunications, or a related discipline (preferred).
• 2–6 years of experience in contact center / BPO / service desk operations, supporting global (US/international) customers.
• Prior experience in ISP, telecom, or data centre support environments is strongly preferred.
• Strong spoken and written English; ability to communicate clearly with global stakeholders.
• Demonstrated ability to manage customer escalations and high‑pressure situations professionally.
• Comfortable working in 24×7 rotational and night shifts aligned to US time zones.
• Hands‑on experience with ticketing systems, case management, ACD platforms, and CRM tools 

• Understanding of incident management and SLA‑driven support models.

  
  

Preferred Skills

• Exposure to network monitoring tools, outage dashboards, and service assurance metrics.
• Experience supporting enterprise or business‑critical services.
• ITIL or service management certification is a plus.

eClerx is a global leader in productized services, bringing together people, technology and domain expertise to amplify business results. Our mission is to set the benchmark for client service and success in our industry. Our vision is to be the innovation partner of choice for technology, data analytics and process management services. Since our inception in 2000, we've partnered with top companies across various industries, including financial services, telecommunications, retail, and high-tech. Our innovative solutions and domain expertise help businesses optimize operations, improve efficiency, and drive growth. With over 18,000 employees worldwide, eClerx is dedicated to delivering excellence through smart automation and data-driven insights. At eClerx, we believe in nurturing talent and providing hands-on experience.

eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, per applicable law.