Director - Customer Support - Telecom/IT

Customer Support Director

Job Description: -

- Manage all critical level escalations, analysis and trouble shoot & update the manager/management team.

- Act as a single point of contact for customers in all escalations.

- Responsible for customer SLA management, customer feedback analysis & management.

- Responsible for overall quality and performance with an aim to continually improve customer service experience.

- Overall responsibility in all Client-handoffs from the Professional Services to Support

- Manage the support intranet portal (which includes articles, patches, hot fixes etc.) and Dashboards

- Develop workarounds to limit customer downtime while a permanent solution can be developed.

- Be prime interface to the customer and hold review meetings with the customer on a timely basis. Client communication, follow-up & relationship building.

- Participate in the development, review and implementation of product upgrade/patch and installation processes.

- Conduct technical training for the team members, operations staff, and customers (where required) on our products & product upgrades.

- Provide Customer related intelligence back to engineering, marketing and sales on product functionality, performance, reliability, and account status.

- Manage & mentor the technical team to deliver a customer-first support experience.

- Experience with GSM / GPRS / 3G/LTE/SCCP/TCAP/MAP/ISUP/INAP/CAMEL, SIGTRAN protocol stacks network operators (Core - Network Signaling experience and exposure to intelligent networks / CAMEL a must)

- Expert in ITU-T/ANSI SS7, GSM, IS-41, ETSI, 3GPP standards

- Experience in customer support management and customer success roles engaging in direct interactions with international mobile operators.

- Strong management and communication skills - ability to coordinate teams in diverse locations

- Strong business modelling, operational management, and contract negotiation expertise

- Ability to work independently on complex problems and collaborate across cross-functional teams