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Customer Support Manager -Operations (Pakistan – KHI)

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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