SPOC Escalation Engineer
Trend Micro
Metro Manila, Philippines
1d ago

The SPOC Escalation Engineer is the first point of contact and serves as the principal escalation of Internal customers requiring support around Core Tech Group issues.

He / she will be focused on critical customer support escalation through engaging proper resources, eliminating obstacles and identifying necessary steps for effective case resolution / success.

This individual will provide support mainly over the phone and / or email under the supervision of the team’s Manager. His / her functions / responsibilities include the following :

  • Take ownership of internal customer escalations and respond effectively from phone / email or remotely from PH until resolution completion.
  • Handle case submissions requiring investigation on incidents and problems through close coordination / communication with operations team and create reports containing analyses and recommendations that resolves the issues
  • Confidently and effectively communicate with various teams across the organization through various means
  • Provide unbiased, neutral investigation processing and results and recommendations resulting from root cause analyses performed
  • Provide an open channel of communication across all parties involved to ensure a coordinated effort is achieved
  • Ensure availability and responsiveness when called in times of urgent / emergency cases
  • Maintain acceptable levels of customer satisfaction by establishing and managing clear expectations and providing critical deliverables within the expected timeline
  • Provide follow-through on all cases as needed and ensure that customers’ requirements have been met
  • Create internal and external reports as required by the team (Monthly reports, etc.)
  • Support, and at times lead, internal research activities aimed at defining improvements within the team
  • Requirements :

  • A college or university degree holder (preferably in IT or Communication Arts)
  • 1-2 years professional work experience in IT service that handles critical case management or technical support escalation
  • Has the ability to express his / her thoughts effectively with fast and quick decision-making skills
  • Well-organized, quick learner, and very attentive to details
  • Good written and spoken communication skills (English)
  • Preferably knowledgeable in systems thinking, data interpretation and analysis
  • Knowledge in Anti-Malware operations a plus
  • Knowledge in ITIL v3, ISO 20000, SQA / SEPG or similar methodology an advantage
  • Process-oriented, a team player, creative, assertive and resourceful
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