Technical Customer Support Manager
Posted on Feb 1, 2020 by WDS Global Limited
Job Title: Technical Customer Support Manager
Job Type: Permanent
Job Location: London
Salary: GBP 60,000 + Bonus
Our Client, one of the world's foremost Telecoms Companies, is looking to recruit a Technical Customer support manager to join their business in their fantastic office in London
The European Technical Support Center (ETSC) based in London Docklands manages customer services over a global network. Their primary objectives are to provide a first-class customer experience, conduct effective triage across multiple networks, products and technologies to minimise downtime and work as an effective team within the service assurance operation. The ETSC supports the Product Portfolio consisting of Transport, IP and Ethernet ensuring that all faults, planned work and activation requests are carried out to comply with SLA's and internal process.
In this role you would be responsible for providing, owning and managing a Tier 2 technical support team for the EMEA customer base. In addition to direct reports working Monday to Friday there are indirect reports on each of four shift teams each led by a Shift NOC Manager. You will be responsible for all working practices formulated to drive improvements in the key metrics the service operations teams are measured by.
The position requires you to be an effective communicator to both internal teams and to our customers where you will be required to represent handling both escalations and service review meetings.
You will be required to be a point of contact for service-related escalations from internal and external customers. Handle situations that may require a high degree of sensitivity and use of sound independent judgment. Receive and respond to customer service escalations by providing accurate status updates and the go forward plan of action resulting in a timely resolution to the escalation.
Manage customer experience, be a customer advocate. Our aim is to make the customer experience as effortless as possible.
Provides feedback and input in developing, implementing and evaluating plans, work processes, systems and procedures to achieve annual goals, objectives and work standards.
Support manage and monitor services within the European Technical Service Centre (ETSC). Provide Tier2 technical support and driving faults to timely resolution. Manager escalations in line with SLA.
Supporting customers during European Business hours via a shift pattern, receiving and resolving customer issues via phone, email and web-based portal.
Experience within a Customer facing Service Desk or NOC role.
Understanding of telecommunications industry.
Knowledge of IP technology and troubleshooting.
Knowledge of SDH/SONET technology and troubleshooting.
Knowledge of DWDM technology and troubleshooting.
Knowledge of Ethernet technology and troubleshooting.
Highly organized with the ability to plan for short-medium term objectives.
Keen problem solver.
This is a great role for the right candidate, so if you meet all the criteria above, then APPLY TODAY!