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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