Customer Support Manager

Wavetec · India

FULL TIME

Job Description

Calculates the ROI of investing in our queuing and self-service solutions Learn More

Customer Support Manager – Global Operations

Karachi, Pakistan | Wavetec Private Limited

Company Description

“Wavetec has been on the forefront of technology for almost over three decades, and now with its Head Office in Dubai, regional presence in more than 70 countries, and a workforce from 13 different nationalities. Wavetec has become a true Global market leader in a specialized technology striving to improve Customer Experience at Public waiting areas and Information Display Systems.”

Job Description

Directly manage a team of Support Engineers assisting customers across multiple time zones
Responsible for day-to-day management of customers, maintaining and expanding the relationship with individual accounts and support the operational team in resolving customer queries
Coordinate activities with Account Personnel to ensure all customer needs are met. Acts as point of escalation for front line issues and concerns on specific problems relating to assigned region and follow up to ensure on time resolution
Analyze customer technical problems with respect to business and operational of customer service and make decisions relating to these issues
Travel to customer sites as required
Manage the issue escalation process, ensure customer SLAs are met, and oversee timely communication of issue status to customers.
Smooth transition of any deployment to a client, ensuring system updates and maximizing customer satisfaction

Experience: Minimum 5 years of experience in customer support
Education: At least a Bachelors Degree in Engineering
Excellent communication and interpersonal skills
Excellent organisational and influencing skills

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