VuNet Systems - Customer Support Manager

Join Our Journey at VuNet :

- At VuNet, we're spearheading a new category through our innovative Business Observability platform. Our approach integrates big data and machine learning to revolutionize how customer journeys are monitored and user experiences enhanced. Our cutting-edge solutions are transforming digital payment experiences for major financial institutions, fostering financial inclusion nationwide. In our dynamic environment, we encourage our teams to tackle challenging customer and business issues. We value creativity and efficiency, rapidly transforming brilliant ideas into exceptional products that our customers adore.

- Our approach is grounded in teamwork, with cross-functional groups delving into details and engaging in constructive debates, all united by our mission to establish VuNet as a leader in the tech product industry. What You Can Make Happen We are looking for smart, self motivated people with excellent communication skills to join our Customer Support Team as Customer Support Manager.

- As a Customer Support Manager, you will be supporting our esteemed customers and help customers succeed in deriving greater value from our platform. You bring in deep expertise across the IT Infrastructure domain, Big Data technologies and a great track record in supporting your customers. You will work closely with our next generation platform team to provide faster and more efficient support.

- Are you ready to be a part of VuNet's trailblazing team? Join us and contribute to making a positive impact on the world.

- Roles & Responsibilities - Responsible and Accountable for Customer Satisfaction pertaining to all support activities for one or multiple customers. Supervise day-to-day operations of the customer support team in providing timely and effective solutions for customer requests. Enhance customer service procedures, policies, and standards to make them more effective and efficient.

- Develop customer satisfaction goals and coordinate with the team to meet them on a regular basis. Applies strong subject matter knowledge to manage the teams activities in solving moderate to complex business/technical issues within established policies. Maintain accurate records and document all customer support activities and discussions. Assess service statistics and prepare detailed reports on the overall effectiveness of the customer support functions. Provides technical as well as people leadership.

- Responsible for developing, training new customer support engineers. Ensures team meets or enables achievement of relevant IT metrics and commitments per IT business goals and objectives. Skills &

- Experience : 8-10 years of experience in IT Infrastructure customer support management.

- An Engineering Graduate or Postgraduate Engineer. Experience in working with IT Infrastructure Monitoring tools, Log Analytics, Automation tools. Knowledge of IT Infrastructure components like Server, Database Storage, Networking, Web Servers, Middlewares, 3 Tier Application Delivery including infrastructure terminology and basic functionalities. Able to prioritise and execute tasks when under severe customer pressures.

- Able to build relationships with senior and junior stakeholders alike. Build good relationships with customers and implement a process to monitor their performance against service level agreements. Excellent communication skills. Self Motivated and ability to be productive in a fast-paced, dynamic environment.