Case Manager
Expereo
Buenos Aires
hace 1 día

What does the role look like?

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.

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 Expereo a dynamic, effective, multicultural, and equitable environment.

We are looking for a customer focused, and process driven Case Manager to strengthen the Expereo Customer Service team in our Buenos Aires office.

As a Case Manager, you will be a member of our international Customer Support Center team which is part of our Global Operations department.

The Case Manager provides high level assistance and support to our Direct and Hyper Care Customers across the globe..

The ideal candidate will be an individual who will be able to act as the Expereo spokesperson in the Incident Management process Keeping Expereo’s customers updated on the progress and sharing action plans to get issues resolved will be part of your daily tasks.What will you do?

  • Assist our Direct and Hyper Care Customers on complex technical cases.
  • Identify and assess customer needs to achieve satisfaction
  • Report incident to the Expereo local supplier and follow up on actions to solve incidents.
  • Prepare action plans for the incident resolution and communicates properly to our customer.
  • Work closely with our NOC / Managed Services Engineers if required to ensure the incident is handled correctly.
  • Take ownership of troubleshooting of on-going incidents
  • Act as 1st level escalation.
  • Administrate the process of technical support accurately and share findings with colleagues.
  • Participate in project teams as necessary to support the business.
  • Working together with the Senior Case Manager in other regional offices.Who are you?Requirements
  • Completed relevant education (ICT. Electronics, Telecommunications, CCNA / CCNP)
  • Minimal of 3-year relevant work experience
  • Strong organizational and time management skills
  • Experience with methodologies ITIL v3
  • Working experience with SD-WAN solution
  • Working knowledge of layer 2 and layer 3 switching and routing protocols : i.e., carrier ethernet, BGP, EIGRP, MPLS.
  • Knowledge in security network is a plus
  • English language proficiency is a must, both written and verbal; an additional language isbeneficial;.
  • Creative, customer focused & team player
  • Position Type / Expected Hours of Work

    This is a full-time position. Monday thru Friday or as the job duties demand. Work on holidays may also be required.

    What Can You Look Forward To?

  • Competitive salary & bonus plan.
  • Collaborative and friendly working culture including happy hours, company outings, fantastic team
  • members, snacks, drinks, foosball and much more.

  • Lots of freedom for creativity and personal career growth within Expereo.
  • The opportunity to make a true impact on our business.
  • Work with an international team that includes over 40 nationalities of exceptionally passionate,
  • talented, and engaging colleagues who are established leaders in their industry.

  • Business Casual office.
  • Did we get your attention? We look forward to receiving your application and beginning this journey

    with you!

    Expereo is an equal opportunity employer.

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