We are the Intelligent Internet Platform. We connect People, Places and Things anywhere, managing Internet Performance better than anyone elseyep 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:
As a Team Lead in our global 24/7 support center, you will be responsible for daily performance and
management of the Customer Support Team consisting of circa 10 Support Engineers ranging from Service Desk to Senior Case Managers.
This team lead is responsible for resolving all technical and non-technical issues related to services through liaising with our customers and local providers.
In this role, you will report directly to the Manager of Support, Manila Office.
Responsibilities:
Here are how your day-to-day responsibilities of the role will look like, but are not limited to:
- Observe performance of team members to identify their strengths and weaknesses and make arrangements to strengthen their lose ends. Also, discuss with support manager any disciplinary measures needed against any team members who is found wanting.
- Provide assistance to team members who are experiencing difficulties in the discharge of their duties whether technical and/or soft skills related to case handling by putting them through and giving them personal coaching.
- Working closely with the Support Management to identify the process and system gaps and suggesting creative ideas to bridge them.
- Provide excellent customer service experience, create engaged customers, and facilitate organic growth
- Take ownership of customers issues and follow problems through to resolution.
- Act as 2nd level of support escalation
- Taking part in drafting monthly and quarterly business review to support management representing team performance overview.
Skills and Experience:
- Completed higher technical education (e.g. Telecommunications, ICT, Engineering)
- Minimum 2 years of Senior case engineer or equivalent.
- Excellent knowledge of networking technologies and SD-WAN solutions
- A track record of outstanding customer experience and high sense of ownership
- Strong client-facing and effective communication skills
- Ability to communicate effectively with senior executives.
- English proficiency is a must, additional languages is a plus.
- Quality focus, problem solving skills
- Excellent people management skills
- Accurate & well organised
- Customer obsessed
- Hybrid Set up
- Open to working the flexible hours including graveyard shift
- Willing to work in BGC, Taguig City
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.