Customer support , managerExpereo

Job Description
Expereo believes in the power of Internet connectivity. As the world's largest provider of managed internet,
SD-WAN/SASE, and Cloud connectivity solutions, we power enterprises and government sites worldwide, helping to enhance every business productivity with flexible and optimal Internet performance. We strive to design services and solutions to meet customers needs and create a seamless experience across their journey.
As a trusted partner of Fortune 500 enterprises, our continued aim and success in helping both our customers and partners depends solely on the talented individuals that make Expereo a dynamic, effective, multicultural, and equitable environment.
As a manager in our global 24/7 support centre, you will be responsible for the overall performance and management of the Customer Support Team consisting of circa 15 Support Engineers.
This team is responsible for resolving all technical and non-technical issues related to Expereo's services through liaising with our customers and local providers.
In this role, you will work closely with the Provisioning and NOC department and you will report directly to the Director of support.
THE RESPONSIBILITIES:
Here are how your day-today responsibilities of the role will look like, but are not limited to:
Ensure high quality level of operational customer support by organizing the schedule, workflow, and act as vocal point of the department in case of escalations or specific customer requests.
Manage the customer support team by hiring, training, coaching, and evaluating individual Support Engineers.
Improve individual and team performance by continuously monitoring the operational process, initiating procedure improvements and management reporting.
Improve customer service experience, create engaged customers, and facilitate organic growth
Take ownership of customers issues and follow problems through to resolution
Act as 2nd level of support escalation
THE SKILLS AND EXPERIENCE:
Completed higher technical education (e.g. Telecommunications, ICT, Engineering)
5 years of Customer Support Experience in an international technical environment
Minimum 3 years of management experience
Excellent knowledge of networking technologies and SD-WAN solutions
Strong client-facing and communication skills
English proficiency is a must, additional languages is a plus.
Quality focus, problem solving skills
Excellent people management skills
Accurate & well organised
Highly flexible
A leader with clear and empathic coaching skills, possessing the ability to motivate and empower
Critical, with a focus on excellence
Pragmatic and resourceful
Drive to contribute and succeed
Collaborative, with good social skills