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
