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Manager,Support Servics
| Wavenet Internationa Pvt Ltd |
|
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| Birmingham - Alabama - United States | ||
| Information Technology & Networking | ||
| Management | ||
| Negotiable | ||
| Permanent | ||
| Bachelor's Degree | ||
| 4-5+ Years Industry Experience |
Wavenet is one of the world's leading value added services (VAS)platforms specialists.
Manager,Support Servics
To guide, and act as mentor to the Support team as they deliver a unique service providing high quality information, troubleshooting and specialized technical support to those who have chosen to buy our product or use the ser-vices.
Key Objectives
- To efficiently allocate incoming requests to the team, prioritizing actions and monitoring team resources so that cus tomer SLA deadlines are met.
- compile MIS reports on a regular basis on SLA targets, numbers and types of request, etc.
- To communicate and be the focal point for the dissemination of information from management to the team and vice versa.
- Make the maximum use of the IT tools available (ticketing system, Knowledge base, etc) for the support process and suggest/work on improvements with relevant stake holders.
Education
A bachelor's degree in It Engineering or in similar field is a must.
Knowledge & Experience
- 5 years experience in customer support services with a good knowledge in telecommunications/IT related products and minimum 2 year experience in a similar position.
- Friendly, effective communications skills and fluency in English and local languages. Ability to speak in other foreign languages will be an added qualification.
An attractive remuneration package awaits the selected candidate.