MNR Solutions Hiring for Customer Support Director at Bangalore Full Time

– 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.

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

Job Types: Regular / Permanent, Full-time

Pay: ₹2,500,000.00 – ₹3,500,000.00 per year

Benefits:

• Cell phone reimbursement
• Flexible schedule
• Food provided
• Health insurance
• Internet reimbursement
• Leave encashment
• Life insurance
• Paid sick time
• Paid time off
• Provident Fund
• Work from home

Schedule:

• Day shift

Supplemental pay types:

• Performance bonus

Speak with the employer
+91 9315590277