Job
Description
As a Manager Customer Support at our company, you will play a crucial role in overseeing and enhancing the performance of our Network Operations Center team. Your responsibilities will include managing a team, setting and achieving customer satisfaction goals, improving service quality, and owning key support processes such as outage handling, RCA preparation, and escalation management. Key Responsibilities: - Managing a team of NOC support representatives - Setting and ensuring customer satisfaction goals are met - Implementing policies to enhance service quality for effective support - Handling complaints and queries efficiently - Finding ways to measure customer satisfaction - Reporting Customer Support measurements and related improvements or degradation with proper justification to Management - Owning support processes like outage handling, RCA preparation, lesson learning, and escalation management - Being accountable for Managed Services and problem management - Scoping customer monitoring and integrating with ticketing tool and managing monitoring tools - Taking ownership of the ticketing tool and working towards its developments Qualifications Required: - Problem-solving skills: Ability to quickly identify potential issues and come up with solutions - Communication skills: Strong verbal and written communication abilities - Leadership skills: Ability to lead and mentor junior teammates - Data analysis skills: Interpret customer feedback and metrics to identify trends and areas for improvement - Minimum 10 years of experience working as a Support Team Lead or Senior Team Lead in the telecom industry, preferably telecom monitoring - B.Sc. / BA in CS, EE, Telecommunications from a recognized university - Knowledge of Support and NOC processes and understanding of Escalation management - Technical skills in Telecom Performance KPIs, CNF, VNF - Familiarity with Unix/Linux OS, SQL knowledge - Proficiency in tools like Grafana and other monitoring tools - Fluent in English - Residence in Delhi - Ability to identify and work on different issues that occur in the RADCOM environment - Any technical certification will be considered an add-on Kindly note, the above details are based on the provided job description. As a Manager Customer Support at our company, you will play a crucial role in overseeing and enhancing the performance of our Network Operations Center team. Your responsibilities will include managing a team, setting and achieving customer satisfaction goals, improving service quality, and owning key support processes such as outage handling, RCA preparation, and escalation management. Key Responsibilities: - Managing a team of NOC support representatives - Setting and ensuring customer satisfaction goals are met - Implementing policies to enhance service quality for effective support - Handling complaints and queries efficiently - Finding ways to measure customer satisfaction - Reporting Customer Support measurements and related improvements or degradation with proper justification to Management - Owning support processes like outage handling, RCA preparation, lesson learning, and escalation management - Being accountable for Managed Services and problem management - Scoping customer monitoring and integrating with ticketing tool and managing monitoring tools - Taking ownership of the ticketing tool and working towards its developments Qualifications Required: - Problem-solving skills: Ability to quickly identify potential issues and come up with solutions - Communication skills: Strong verbal and written communication abilities - Leadership skills: Ability to lead and mentor junior teammates - Data analysis skills: Interpret customer feedback and metrics to identify trends and areas for improvement - Minimum 10 years of experience working as a Support Team Lead or Senior Team Lead in the telecom industry, preferably telecom monitoring - B.Sc. / BA in CS, EE, Telecommunications from a recognized university - Knowledge of Support and NOC processes and understanding of Escalation management - Technical skills in Telecom Performance KPIs, CNF, VNF - Familiarity with Unix/Linux OS, SQL knowledge - Proficiency in tools like Grafana and other monitoring tools - Fluent in English - Residence in Delhi - Ability to identify and work on different issues that occur in the RADCOM environment - Any technical certification will be considered an add-on Kindly note, the above details are based on the provided job description.
