Customer Support Manager Job in Team Vunet Systems

Roles & Responsibilities

• Responsible and Accountable for Customer Satisfaction pertaining to all support activities for one or multiple customers.
• Supervise day-to-day operations of the customer support team in providing timely and effective solutions for customer requests.
• Enhance customer service procedures, policies, and standards to make them more effective and efficient.
• Develop customer satisfaction goals and coordinate with the team to meet them on a regular basis.
• Applies strong subject matter knowledge to manage the team s activities in solving moderate to complex business/technical issues within established policies.
• Maintain accurate records and document all customer support activities and discussions.
• Assess service statistics and prepare detailed reports on the overall effectiveness of the customer support functions.
• Provides technical as well as people leadership. Responsible for developing, training new customer support engineers.
• Ensures team meets or enables achievement of relevant IT metrics and commitments per IT business goals and objectives.

Skills & Experience

• 8-10 years of experience in IT Infrastructure customer support management.
• An Engineering Graduate or Postgraduate Engineer
• Experience in working with IT Infrastructure Monitoring tools, Log Analytics, Automation tools
• Knowledge of IT Infrastructure components like Server, Database Storage, Networking, Web Servers, Middlewares, 3 Tier Application Delivery including infrastructure terminology and basic functionalities
• Able to prioritise and execute tasks when under severe customer pressures
• Able to build relationships with senior and junior stakeholders alike
• Build good relationships with customers and implement a process to monitor their performance against service level agreements
• Excellent communication skills
• Self Motivated and ability to be productive in a fast-paced, dynamic environment