Channel Help Desk Expert

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.

Job Description

DUTIES & AND RESPONSIBILITIES:

VENDOR MANAGEMENT

Manages and ensures the vendor's timely delivery of quality technical, non-technical support and user access requests. 
Ensures Service Level Agreements (SLAs) and KPIs are met for their respective verticals to establish problem resolution and timeframes that result in customer satisfaction.

Monitors the quality of the service that the vendor provides to the channels. 
Monitors vendor and support groups handling processes and issue escalations if within the agreed processes and timelines. Escalates if needed.
Ensures vendor compliance to key deliverables and output.
Conducts weekly/monthly/quarterly performance review with vendor operat...