Escalation Support Engineer

Escalation/SO Engineer at eClerx

eClerx is seeking a proactive and experienced Escalation/SO Engineer to join our team. This role is crucial for maintaining high service reliability and customer satisfaction within our Internet Service Provider (ISP) environment.

Key Responsibilities:

• Act as the primary point of contact for customer issues, ensuring timely acknowledgment, investigation, and resolution via inbound calls, chats, and emails.
• Engage with NOC team leads and supervisors (Transport/FTT/CI/E-IP) to provide a white-glove experience to strategic customers.
• Coordinate across internal teams (e.g., Network Operations, Field Engineering, Customer Support, Billing) to drive quick resolution of service-impacting issues.
• Lead incident response for major outages or critical service degradations, providing real-time updates to stakeholders and customers.
• Write and publish incident summaries for all client interactions in ticket management tools and internal portals.
• Identify and prepare root cause analysis (RCA) and work with relevant teams to implement corrective and preventive actions.
• Track, document, and report escalation trends, outcomes, and improvements to senior leadership.
• Maintain client response playbooks, SLAs, and protocols to ensure consistent and effective handling of critical issues.
• Collaborate with internal teams to maintain high customer satisfaction.
• Prepare post-incident reports and presentations for internal review and external communication as needed.

Qualifications:

• Bachelor’s degree in Information Technology, Telecommunications, Engineering, or a related field.
• 1 to 4 years of experience in inbound or outbound contact center/BPO providing technical support, service delivery, or network operations, preferably in the ISP or telecom industry.
• Excellent verbal and written communication skills; ability to communicate complex technical issues to non-technical stakeholders.
• Proven experience handling escalations and leading cross-functional resolution efforts under pressure.
• Ability to defuse and calm intensified situations.
• Strong analytical and problem-solving abilities with a customer-first mindset.
• Experience with incident management tools, ticketing systems, and escalation tracking dashboards.
• ITIL or related service management certification is a plus.

Preferred Skills:

• Familiarity with network monitoring systems, outage dashboards, and SLAs.
• Experience working with enterprise customers' operations or managing business-critical service disruptions.

Key Skills/Competency:

• Escalation Management
• Incident Response
• Root Cause Analysis (RCA)
• Service Level Agreements (SLAs)
• Customer Support
• Technical Support
• ITIL
• Contact Center Operations
• Network Operations
• ISP Environments