Escalations Manager

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.

Key Responsibilities: 

• Serve as the central point of contact for all high-priority and escalated cases. 
• Manage end-to-end resolution process for escalated cases, ensuring timely and effective solutions. 
• Analyze and prioritize escalation cases based on severity, impact, and customer needs. 
• Collaborate with technical teams, suppliers, and vendors to drive efficient issue resolution.
• Challenge suppliers on SLAs, root cause quality, and resolution timelines when required.   

Customer Communication: 

• Maintain transparent communication with customers throughout the escalation process. 
• Translate complex technical issues into clear and credible manners for customers.
• Keep customers informed of progress and expected resolution timelines. 
• Address customer concerns empathetically and professionally, aiming to exceed expectations. 

Root Cause Analysis: 

• Collaborate closely with technical teams to identify root causes of recurrent issues and implement preventive measures.
• Conduct thorough post-escalation reviews to identify areas for improvement and implement corrective actions. 

Escalation Workflow Optimization: 

• Continuously enhance the escalation management process to improve efficiency and customer experience. 
• Implement tools, metrics, and reporting mechanisms to monitor and measure the effectiveness of the escalation process. 

Stakeholder Collaboration: 

• Collaborate with various departments, including Service/Supplier Management, Infrastructure, and Engineering, to address systemic issues and enhance service quality. 

Documentation and Reporting: 

• Ensure accurate and detailed documentation of escalated cases, actions taken, and resolutions achieved. 
• Prepare regular reports and updates for management, highlighting key performance metrics and trends. 

• Bachelor's degree, Engineering, or a related field. Relevant work experience may substitute for formal education. 

• Proven experience in telecommunications or a related technical support role, demonstrating effective escalation handling. 
• Strong leadership and team management skills, with a proven ability to motivate and develop team members. 
• Exceptional problem-solving and analytical skills, with keen attention to detail. 
• Excellent communication skills, both written and verbal, with the ability to interact professionally with customers and internal stakeholders. 
• Strong customer-centric approach with a focus on delivering exceptional service. 
• Proficiency in telecommunications systems, network protocols, and equipment. 
• Ability to excel in a fast-paced and dynamic environment, managing multiple priorities concurrently. 
• Join our team as an Escalation Manager and contribute to our commitment to delivering outstanding service and resolving complex issues to ensure customer satisfaction and loyalty. 

 Skills and Experience:

• Completed higher technical education (e.g. Telecommunications, ICT, Engineering)
• 5 years of Experience in an international technical environment

• Excellent knowledge of networking technologies and SD-WAN solutions
• Strong client-facing and communication skills
• English proficiency is a must; additional languages is a plus.
• Quality focus, problem solving skills
• Excellent people management skills
• Accurate & well organized
• Highly flexible
• A leader with clear and empathic coaching skills, possessing the ability to motivate and empower
• Critical, with a focus on excellence
• Pragmatic and resourceful
• Drive to contribute and succeed
• Collaborative, with good social skills
• In-depth knowledge in different types of VPN solutions like MPLS, SSL VPN, and IPSec.
• Good understanding of IT best practices and procedures, like ITIL v3.
• CCNA/CCNP certification is preferred but not required

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.

• Private Health Insurance
• Pension Plan
• Paid Time Off
• Work From Home
• Performance Bonus