Customer Technical Support Manager

Job description:

We are hiring a Customer Technical Support Manager responsible for maintaining Quality of Experience (QoE), delivering quality technical support for internal and external clients, and overseeing the Support Desk staff. The role covers Data, GPON, and digital services, manages second-level complaint escalations, and ensures staff performance meets KPIs and benchmarks, while adhering to standards and processes for effective customer service.

Key Responsibilities:

• Ensure Customer Satisfaction and Quality of Experience (QoE): Maintain and monitor benchmarks to ensure customer satisfaction is consistently high.
• Oversee the team’s response to customer calls and emails, ensuring timely and efficient resolution within the prescribed TAT (turnaround time).
• Review the performance of customer support agents regularly and organize necessary training sessions to enhance their skills.
• Collaborate with NOC, Operations, Planning, and Billing teams to resolve customer issues, ensuring that services are not interrupted.
• Regularly review agent calls to ensure compliance with procedures and quality expectations.
• Implement best practices, new technologies, and automated systems to streamline processes and improve efficiency in customer support operations.

Required Skills & Experience:

• Proven 6 years of experience as an Online Technical Support Manager or in a similar role
• Bachelor's degree in Engineering (BE), Computer Science (BS), or an equivalent field
• Experience of working in a Service Provider environment and providing technical support to end customers
• Proficient in MS Office and call center equipment/software programs, etc
• Good basic understanding of (L2/L3) routers/switches, and GPON
• Excellent interpersonal, problem-solving, organizational and leadership skills with problem-solving ability
• Should possess ability to interpret technical issues through non-technical description provided by customers/partners/vendors

Candidates who meet the above requirements, please send your resume to [email protected] mentioning the position title "Customer Technical Support Manager" in the subject line.