About US
We deliver advanced VoIP and network solutions to businesses, helping them communicate better and grow faster. We are now looking for an experienced Support Manager to lead our support team and drive excellence in customer service and technical support.
Responsibilities:
Oversee a team of 30+ support representatives spanning Tier 1 and Tier 2 levels.
Manage daily operations in the support department, ensuring efficient and effective resolution of customer inquiries and issues.
Develop and implement strategies to enhance team performance and customer satisfaction.
Monitor and analyze team performance through key metrics and performance data, using insights to drive improvements.
Ensure the team's adherence to ticket management protocols and quality standards.
Train and mentor team members, fostering a culture of continuous improvement and professional development.
Collaborate with other departments to streamline support processes and integrate customer feedback for service enhancement.
Handle escalated customer issues with a focus on swift and satisfactory resolution.
Required Qualifications:
Minimum of 5 years of experience in a management role within a support or customer service environment.
Strong background in using ticketing systems and managing support operations.
Proven ability to analyze performance metrics and implement strategies based on statistical data.
Excellent leadership and communication skills, with a track record of building and leading successful teams.
In-depth understanding of customer service practices and technology support dynamics.
Preferred Experience:
Extensive experience in the telecommunications, internet, or technology sectors is highly preferred.
Knowledgeable about industry-specific challenges and trends that impact customer support operations.
Skills:
Strong analytical and decision-making capabilities.
Exceptional interpersonal and motivational skills.
Proficiency in performance management and workforce planning.
High competency in IT and technology-related support systems.