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Job title: Customer Support Manager

Job type: Permanent

Emp type: Full-time

Location: London, UK

Job published: 2022-10-12

Job ID: 987654

Contact name: John Devis

Contact email: johndevs@social.uk

Job Description

Location –

London, UK

Salary –

18-22K AED/month + bonus + visa + healthcare + relocation

Essential skills:
  • Completed higher technical education (e.g. Telecommunications, ICT, Engineering)
  • Minimum of 5 years of Customer Support Experience in an international technical environment
  • Minimum 3 years of management experience
  • Excellent knowledge of networking technologies and SD-WAN solutions
  • A track record of business process improvement
  • Strong client-facing and effective communication skills
  • Experience in managing cross-team projects to completion
Key responsibilities:
  • As a manager in our global 24/7 support center, you will be responsible for the overall performance and management of the Customer Support Team consisting of circa 20 Support Engineers and one to two Team Leads
  • This team is responsible for resolving all technical and non-technical issues related to services provided to EMEA region customers through liaising with our customers and local providers
  • Will work closely with the Provisioning and NOC department, and you will report directly to the Director of Support.
About the role:
  • Ensure high quality level of operational customer support by acting as vocal point of the department in case of escalations or specific customer requests
  • Specifying and building tools to improve the speed and quality of Support
  • Constantly monitoring and analysing the workflows and making suggestions to improve efficiency and effectiveness
  • Manage the Customer Support team by constantly coaching and evaluating individual Support Engineers
  • Improve individual and team performance and adherence by continuously monitoring the operational process, initiating procedure improvements and management reporting