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Phil Monk has extensive experience in technical support and escalation management, currently serving as the Global Escalations Manager at Epos Now since November 2015. In this role, Phil manages 2nd and 3rd line technical escalations teams and oversees a defects project to ensure user-reported issues are effectively addressed by the engineering team. Prior to this, Phil held various positions including Lead Software Escalation Analyst, Software Escalations Analyst (3rd line), and Senior 2nd line Support Technician. Phil began a career in technical support at Dixons Carphone as a Knowhow Technician and previously worked as a Sales Advisor at Comet. Phil holds a Certificate in Higher Education in Computer Systems Engineering and Computing from the University of East Anglia, obtained between 2004 and 2007.