The Support Manager is responsible for overseeing the daily operations of the IT support team with a focus on customer-facing applications, particularly in PBX (Private Branch Exchange) and contact center systems. This role ensures the efficient management and resolution of technical issues, optimizes service delivery, and ensures the smooth functioning of communication tools used by customers. The IT Support Manager also leads the support team to ensure high-quality customer service, manages escalations, and drives continuous improvement in IT support processes.

Skills

• PBX Systems
• Leadership Skill
• Team management
• Contact Center Software
• Customer Interaction
• Problem Solving
• Customer Service
• Communication

Requirements

• Job Role Senior Customer Support Manager
• Job Type Full Time
• Workplace Type Onsite
• Industry Software Development

Secondary locations

About

Not provided

Responsibilities

Team Management

• Lead, manage, and mentor the IT support team to ensure optimal performance in handling technical issues related to PBX and contact center applications.
• Allocate resources, schedule shifts, and ensure adequate coverage for support operations, especially during peak customer service periods.
• Conduct performance evaluations, provide feedback, and implement training programs to improve team capabilities.

• Oversee the resolution of technical issues related to customer-facing applications, including PBX, contact center software, and telecommunication systems.
• Manage and track support tickets to ensure timely resolution and that SLAs (Service Level Agreements) are consistently met.
• Implement processes to improve first-call resolution rates and minimize downtime for clients using PBX and contact center systems.

• Ensure high levels of customer satisfaction by addressing client needs related to communication tools and applications.
• Handle escalations and complex technical issues, especially in relation to PBX systems, contact center applications, and related technologies.
• Communicate with stakeholders regarding updates, outages, or changes to communication systems impacting customer service.

• Oversee the maintenance and troubleshooting of PBX, contact center applications, and other customer interaction solutions.
• Collaborate with internal teams to ensure the seamless integration and operation of customer service applications and telecommunication systems.
• Stay up-to-date on the latest trends and technologies in PBX, contact center solutions, and unified communications to provide proactive support and enhancements.

• Develop and implement IT support policies and procedures with a focus on customer support systems, PBX, and contact center applications.
• Identify opportunities to improve service delivery and operational efficiency in customer-facing systems and applications.
• Ensure compliance with company standards, security policies, and industry best practices regarding customer communication technologies.

• Generate and present regular reports on team performance, ticket resolution times, and customer satisfaction related to PBX and contact center operations.
• Analyze support trends and application performance data to recommend improvements and ensure the reliability of communication systems.

Other Requirements

• Education: Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Experience: 10+ years of experience in IT support, focusing on PBX systems, contact center applications, or similar communication technologies.
• Certifications: ITIL, Microsoft Certified Solutions Expert (MCSE), or other relevant certifications (preferred).

• Strong leadership and team management skills with experience in customer-facing support functions.
• Experience with PBX, contact center software, and customer interaction solutions.
• Excellent problem-solving abilities, especially related to communication technologies.
• Exceptional customer service and communication skills, with a focus on addressing the unique needs of clients using PBX and contact center systems preferred.
• Proficient in managing IT systems, ensuring high availability, and troubleshooting complex technical issues.

Good to have

Not provided

About the Company

Voxtron is based in Dubai , U.A.E and has offices/affiliates in Qatar, India, Germany, Austria, Belgium, Italy, Turkey, Tunisia, Hong Kong, Portugal and Thailand.

For over a decade, we have been providing affordable customer engagement optimization solutions in partnership with leading technology vendors such as Enghouse interactive, SAGE, Verint, Clarabridge, Odoo, Microsoft etc. This wide portfolio places us in a unique position to offer customers and partners a complete, fully-featured solutions.

Our customers include Government organizations, Outsourcing companies, Corporates, Financial and Insurance organizations etc. Voxtron specializes in providing customer engagement/interaction optimization solutions such as Omni Channel Contact Centers, Self service applications, ERP / CRM solutions, Attendant Operator Consoles, Workforce Optimization Suite, Messaging Solutions, Social Media monitoring etc. These solutions help organizations enrich customer interactions, improve business processes, and optimize their workforce in order to enhance loyalty, increase revenue, mitigate risk, and manage operational costs. These solutions support the full range of deployment methods from premise-based to private, public or community cloud and even hybrid requirements. Our solutions are based on the realization of numerous projects and the needs of our customers. Solutions today are rarely simple — they demand technologies from a range of vendors plus skills across a number of disciplines. We have highly skilled, highly experienced, highly competent resources to deliver the most challenging projects. Our involvement spans consulting, design, implementation and comprehensive post-sales support, including 24/7 cover and a quick response time, which is unmatched and unique to the region.