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

• Customer support
• Leadership Skill
• Team management
• Customer Interaction
• Problem Solving
• Communication
• Customer Service

Requirements

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

Secondary locations

About

Not provided

Responsibilities

• As a Senior Customer Support Manager, you will be entrusted with leading a team of customer support representatives to ensure exceptional customer service. 
• You will need to harness your leadership skills to motivate and guide the team towards success. 
• Team management will be a key responsibility, as you will be responsible for delegating tasks, monitoring performance, and providing guidance as needed. 
• Your strong customer interaction skills will be essential in resolving complex customer issues and ensuring customer satisfaction. 
• Problem-solving abilities, effective communication, and dedication to customer service will all be crucial in excelling in this role.

Other Requirements

Qualifications

• 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.