WHO WE ARE:

We 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. We strive to design services and solutions to meet customers' needs and create a seamless experience across their journey.

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

THE ROLE:

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

THE RESPONSIBILITIES:

Here are how your day-today responsibilities of the role will look like, but are not limited to:

• Obtain and verify customer order details through follow-up with customers and internal teams to generate accurate information.
• Provide timely response to all incidents and performance alerts. Categorize issues for escalation to appropriate technical teams.
• 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. 
• 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.

SKILLS and QUALIFICATIONS:

At least 3 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, 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.
• Relevant certification (CCNA, CCNP, MikroTik CNA, etc.) is an advantage
• Work schedule flexibility as Customer Support Center is open 24x7x365
• Hybrid Set up 
• Open to working the graveyard shift
• Willing to work in BGC, Taguig City

Please refer to job description.