Technical Support Manager

This is a fully remote position, open to applicants in Pakistan.

📋 Description

• Oversee the comprehensive process of service delivery and operations, engaging both upstream with tier 1 carrier partners and downstream with customers.

• Offer professional and technical support via phone and email to all customers during the provisioning of mobile, VoIP, and internet services, along with post-activation assistance to address faults and customer inquiries.

• Design and configure VoIP deployments.

• Serve as a technical escalation point for members of the voice engineering team.

• Provide ticketing assistance by diagnosing network faults and service issues, ensuring timely callbacks and updates on tickets.

• Manage escalated trouble tickets by identifying and resolving voice and network faults, while mentoring staff to maintain high-quality service levels for customers.

• Exhibit strong technical aptitude to comprehend complex issues, rectify high-level fault conditions, and support a variety of network technologies.

• Identify knowledge deficiencies and define necessary resources for the team, including recommending training courses and sourcing external trainers as needed.

• Collaborate with engineering teams to create hardware support documentation, troubleshooting guides, and training materials for the company's product suite.

• Partner with the in-house development team to enhance workplace tools, automation, and customer self-service options to improve support efficiency.

• Provide after-hours on-call support for escalations to management and corporate support teams, and manage scheduled out-of-hours work requests for internal and external stakeholders.

⛳️ Requirements

• A minimum of 5 years’ experience in the Telco/ISP industry.

• A minimum of 5 years’ experience in the LAN, WAN, and networking sector.

• Strong understanding of VoIP technologies and processes.

• Proven experience utilizing tools such as Claude to enhance business efficiency.

• Capacity to work autonomously as well as collaboratively within a team.

• Ability to train others and develop instructional materials.

• Exceptional communication skills, both written and verbal.

• Expert knowledge of IP voice principles and design.

• Expert knowledge of networking principles and design.

• Strong customer engagement skills and the ability to work effectively under pressure.

• Capacity to manage and resolve issues within a stringent SLA-driven environment.

• Excellent time management skills with the ability to multitask efficiently.

• Demonstrates initiative and a commitment to exceeding expectations in delivering an exceptional customer experience.

🏝️ Benefits

• Competitive salaries that are among the best in the market.

• Flexibility to work independently from the comfort of your home.

• Emphasis on output rather than the location or method of work.

• A unique and supportive work culture.