Job Description

THE ROLE:


The 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.

Requirements

Experience in working on Network Management & Monitoring Tools, Solar Winds. Experienced In Service Desk support roles. Experience in Salesforce, ServiceNow, Remedy, or any similar ticketing tools. Good understanding of IT best practices and procedures, like ITIL v3. At least 2 years of experience in IT/Telecommunications. Excellent communication skills, very good verbal and written English skills. Self-motivated with ability to perform under tight deadlines and high pressure. Basic knowledge of TCP/IP, Network Configuration Management, VPNs, Information Security Standards and Compliance requirements. * Additional language skills in speaking, reading and writing; Spanish, French, German, Portuguese, Italian, Russian etc.; is a plus.