Customer Support Manager (Video Contact Center)

The Company

We create intelligent solutions that drives growth and increased productivity combining industry expertise technological capabilities and a human-centred approach to help businesses evolve from thinking digital to being digital. Our platform delivers rich-media Vision AI driven in-app customer engagement for Sales and Service which enables enterprises to chat video audio screen share & co-browse with their customers and prospects through secure mobile apps popular messaging platforms and websites from anywhere on any device.

Our modular architecture simplifies and enriches the digital customer journey in agile & cost-effective manner. Our platform delivers a consistent user experience and interface across on-premise hosted hybrid and pure-cloud deployments. We work with some of the worlds leading banking telecommunication and hospitality brands to accelerate their digital transformation journey. We are one of Singapores fastest-growing technology companies with customers spread across 12 countries using 22 million API driven interactions every year and using 10000 Secure Agents.

The Person

The ideal candidate is a tech-savvy Engineer who leads and mentors Support Engineers to deliver high-quality timely support to our global customers. They communicate effectively to build client trust and demonstrate strong leadership and problem-solving skills. Highly adaptable and organized they thrive in a dynamic fast-paced environment balancing customer advocacy with business objectives while ensuring SLA compliance. With deep technical and functional knowledge of our product suite they drive exceptional customer satisfaction and contribute to retention and growth.

Roles & Responsibilities

• Lead and mentor a team of support engineers acting as their appraisal manager to guide performance and development.
• Ensure consistent compliance with Service Level Agreements (SLAs).
• Demonstrate strong leadership skills to motivate team resolve conflicts and cultivate a customer-centric culture.
• Actively engage in hands-on troubleshooting of technical issues when required drawing on deep technical knowledge to lead the team effectively.
• Evaluate and elevate the technical knowledge of support staff.
• Foster clear and effective communication within the team encompassing documentation client engagements and internal reporting.
• Deliver timely and precise reports to support internal improvements and provide transparency to clients.
• Organize and facilitate regular weekly calls with clients to maintain strong relationships and address ongoing needs.
• Exhibit excellent communication abilities including the skill to explain complex technical concepts to non-technical audiences.
• Proactively identify and mitigate risks in support operations to avoid service interruptions.
• Guarantee that all support processes comply with relevant industry regulations (e.g. Data Privacy laws) and internal security standards.
• Administer and analyse customer satisfaction surveys to uncover trends gaps and improvement opportunities; monitor key satisfaction metrics across client accounts.
• Might involve travel to customer sites across the globe to perform any support related activities on our products.
• May have to extend regular work timings and work on various time zones while working on support tasks assigned.
• Must work in flexible work hours to accommodate global time zones especially USA.

Required Technical Skills

• Bachelors Degree in Computer Science Software Engineering or a related field.
• Good knowledge of Java
• Good knowledge of Windows and Linux ecosystems
• Good knowledge of Web & Application Servers like Tomcat and IIS
• Good knowledge of Web Basics HTML CSS & JS
• Good knowledge of SQL
• Must have handled a support team of not less than 5 members in prior work experience which works on 24X7 shifts.
• Must be good in analysing application logs SQL server logs error logs and event viewer logs.
• Must be good in troubleshooting and root causing issues.
• Having experience handling production issues in a Contact Center environment will be a plus.
• Knowledge & experience in supporting CTI or IVR or PBX or any Agent Desktop Application will be a plus.
• Understanding of Contact Center & Telephony concepts of any of the major platforms like AVAYA GENESYS CISCO etc. will be a plus.

Required Professional Skills

• 8 years of hands-on industry experience in a similar role
• High general intelligence.
• Strong troubleshooting root causing and problem-solving skills.
• Excellent written and verbal communication skills in English.
• Attention to detail and quality oriented.
• Strong sense of responsibility and accountability with a desire to take ownership.
• Ability to prioritize and handle multiple tasks based on business needs.
• Desire to work in a fast-paced environment.

Benefits

• Great Remuneration
• Flexible Work Arrangement
• Performance Bonus
• Private Health Insurance
• Accelerated Career Growth
• Latest Tech Equipment
• International Exposure
• Exciting Company Events